Are you a visionary leader with a passion for redefining customer experiences? A leading bank in Namibia is seeking a Head of Customer Experience (CX) to drive a culture of customer-centricity, ensuring seamless and exceptional service across all touchpoints. This is your opportunity to make a lasting impact by shaping the bank's CX strategy and leading a high-performing team to deliver unparalleled satisfaction and loyalty.Key Responsibilities:Strategic Leadership: Develop and execute the banks Customer Experience Strategy, aligning it with overall business goals and market trends.Customer Journey Excellence: Oversee the design and optimization of end-to-end customer journeys, identifying pain points and opportunities for innovation.Team Leadership: Lead, mentor, and inspire the customer service and CX teams to deliver outstanding performance and professional growth.CX Metrics and Insights: Define and track key performance indicators (KPIs) such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT), translating insights into actionable strategies.Customer Advocacy: Act as the voice of the customer within the organization, ensuring their needs and expectations are central to all business decisions.Digital and Omnichannel Excellence: Drive the adoption of digital tools and omnichannel strategies to deliver consistent, efficient, and engaging experiences across all platforms.Feedback and Improvement: Implement robust mechanisms for collecting, analysing, and acting on customer feedback to ensure continuous improvement.Stakeholder Collaboration: Work closely with marketing, product development, operations, and technology teams to ensure CX initiatives are integrated seamlessly.Compliance and Standards: Ensure that all customer service activities align with banking regulations, policies, and service excellence standards.What You Bring:A Bachelors Degree in Business Administration, Marketing, Customer Experience Management, or a related field.A Masters Degree or professional certification in CX (e.g., CCXP) is an advantage.10+ years of experience in customer service, customer experience, or related roles, with at least 5 years in a senior leadership position.Proven track record of designing and implementing successful CX strategies in the banking or financial services sector.Expertise in CX tools, CRM systems, and data analytics platforms.Strong leadership, communication, and change management skills.A customer-first mindset with the ability to balance operational efficiency and customer delight.A Namibian citizen or permanent resident fluent in English.Are You Ready to Lead the CX Revolution?If you meet the above requirements, please send your resume DIRECTLY