Managing Exec: Customer Experience

Structural Information

Job number: 10028886

Job title: Managing Exec: Customer Experience

Job grade: M2

Group/ BU: CSB

Division: CSB CCO

Span of control: 5-10

Reports to: Top Management

Core Description

Accountable for defining and driving CSB's customer experience strategy to enable sustainable growth, differentiation, and long-term customer value. Provides executive leadership over end-to-end customer experience governance, including customer service operations, omni-channel engagement, and journey design, ensuring seamless, consistent experiences across all touchpoints. Leads cross-functional alignment to establish a single, integrated view of the customer, leveraging advanced customer insights and data to inform strategic priorities and investment decisions. Holds accountability for CX performance, financial stewardship, and governance, ensuring full alignment with Telkom’s corporate strategy and embedding a customer-centric culture across the organisation.

Job Responsibilities

Customer Experience Strategy & Leadership

Define and drive the Consumer Small Business customer experience strategy to enable loyalty, retention, and sustainable business growth. Provide executive leadership to position customer experience as a strategic enabler across the organisation.

Provide strategic oversight of customer service operations to ensure consistent, high-quality, and timely support across all channels. Establish service standards and governance to drive efficiency and improved customer outcomes.

Customer Insights, Data & Single View of Customer

Leverage enterprise customer insights and data to identify improvement opportunities and inform decision-making.

Lead the establishment and governance of a single, integrated customer view across systems and channels.

Cross‑Functional Collaboration & Journey Design

Lead cross-functional collaboration to design, deliver, and optimise seamless end-to-end customer journeys.

Ensure alignment across business units to eliminate experience fragmentation.

Culture, Capability & Change Enablement

Champion and embed a customer-centric culture through leadership influence, aligned accountability, and change enablement initiatives.

Financial & Performance Management

Develop and manage customer experience and customer service budgets, forecasts, and performance metrics to ensure value delivery and strategic alignment.

Stakeholder & Business Alignment

Partner with Telkom stakeholders to ensure customer experience initiatives are aligned with business objectives and strategic priorities.

Channel Coverage & Experience Integration

Physical channels: Contact centres, stores, branches, events

Digital channels: Website, mobile applications, social media, email, and online support

Channel‑Specific Responsibilities

Physical Channels

Provide strategic direction for the design and optimisation of physical customer experiences.

Oversee customer service delivery at physical locations in line with enterprise CX standards.

Digital Channels

Define and oversee digital customer experience strategies aligned to Telkom’s transformation agenda.

Govern social media and online customer support to ensure omni-channel integration.

Overall Goals

End to end business process re-engineering and research.

Customer touch points CEX improvements.

Service Channels and delivery optimization.

Customer retention and upsell journeys.

Improve customer satisfaction, loyalty, and advocacy.

Reduce complaints and recurring service issues.

Increase customer retention and sustainable growth.

Enable data-driven customer experience improvements through a unified customer view.

Deliver seamless experiences across physical and digital channels.

Core Competencies

Functional Knowledge And Skills

Customer experience design and delivery; Customer service operations management; Leadership and team management; Data analysis and interpretation; Strategic planning and execution; Communication and stakeholder management; Budgeting and forecasting; Data integration and management; Omnichannel experience design

Competencies (Behaviour)

Thought Leadership: Develop strategies and create ideas and insight for the function.

Market Leadership: Develop expertise to seize opportunities, influence people and implement.

Business Leadership: Pursue strategies, goals and action employees to implement and follow-through on targets.

People Leadership: Empower, influence and direct people to make decisions.

Personal Leadership: Embrace change and work in a team with an alignment of self-values towards Telkom values.

Certifications

• None

Education

NQF 8: 4 year Bachelor’s Degree or Honours/ Postgraduate Diploma

MBA will be an advantage

Experience

10-12 Years relevant experience

Additional Information

Special Requirements

Proven experience in customer experience and customer service leadership roles.

Strong understanding of customer behavior, market trends, and industry benchmarks.

Excellent communication, leadership, and stakeholder management skills.

Ability to drive change, innovation, and continuous improvement.

Strong analytical and problem-solving skills.

Special Requirements

Physical Requirements

• None

Key Stakeholders

• Telkom stakeholders (Marketing, Product Sales Channels, regions, network, IT and Group Corporate Affairs)
• Research Vendors
• Equipment/ Device Vendors
• Capability and service partners
• Specialist Contractor Providers/ Vendors/ Partners
• HR
• Finance