Key Responsibilities
1. Customer Experience Strategy & Leadership
- Develop and own the CX strategy and roadmap, aligned with Hollard’s business objectives and brand positioning.
- Embed customer-centric principles into organizational culture, processes, and decision-making.
- Lead cross-functional CX forums to align teams on key priorities and drive accountability.
2. Journey Design & Improvement
- Map, measure, and continuously optimize end-to-end customer journeys, prioritizing high-impact areas such as claims, onboarding, complaints resolution, and digital touchpoints.
- Work with Operations, IT, and Distribution to implement process improvements that reduce pain points and enhance ease of doing business.
3. Insights & Measurement
- Establish and monitor CX metrics: NPS, CES, CSAT, churn, complaint resolution, and Voice of Customer (VoC) trends.
- Translate customer insights into actionable recommendations and business cases for Exco.
- Present CX dashboards and reports regularly, linking CX initiatives to business outcomes.
4. Culture & Capability Building
- Train, coach, and engage employees at all levels on customer-centric behaviours.
- Partner with HR to integrate CX principles into onboarding, performance reviews, and incentive structures.
5. CX & Marketing Integration
- Work closely with the Head of Brand, Marketing & CX to ensure brand promise matches delivery.
- Collaborate on campaigns that celebrate customer wins, share success stories, and demonstrate Hollard’s commitment to better futures.
6. Innovation & Digital Experience
- Partner with Digital teams to improve self-service platforms, ensuring usability and adoption.
- Champion adoption of new technologies (chatbots, AI-driven personalization) to create seamless, efficient experiences.
Qualifications
- Bachelor’s degree in business management, Marketing, Insurance, or related field (master’s degree preferred)
- Professional certification in insurance (e.g., Associateship of the Insurance Institute of South Africa or equivalent) is advantageous.
Experience
- Minimum of 10 years’ experience in customer service, branding, or marketing within the financial services sector, with at least 5 years in a leadership role.
- In-depth knowledge of the Botswana insurance market, regulatory requirements (NBFIRA), and customer protection frameworks.
- Proven track record of leading customer-centric transformation initiatives.
- Strong analytical, problem-solving, and strategic planning skills.
- Excellent communication, negotiation, and stakeholder management abilities.
- Proficiency in digital service platforms, CRM systems, and data-driven decision-making tools.