EXTERNAL JOB ADVERT The Citizen Entrepreneurial Development Agency (CEDA) is looking for a strategic, impactful, customer centric leader with a passion for driving customer experience for the Head of Customer Experience position tenable at Head Office. HEAD OF CUSTOMER EXPERIENCE The position reports to the Chief Operations Officer Main purpose of the job To drive and lead radical improvement in customer engagement initiatives, ensuring exceptional service delivery and satisfaction. The role plays a pivotal role in shaping the overall customer experience strategy, driving continuous improvement across all touchpoints, and fostering a customer-centric culture within the organization. Key Performance Areas 1. Strategy Development 2. Customer Journey Mapping 3. Cross-functional Collaboration 4. Leadership and Team Development 5. Continuous Improvement 6. Innovation and Technology adoption 7. Customer Experience 8. Performance Monitoring and Reporting Position Requirements Education: A Degree in Business Administration, Marketing, Media/Public Relations or related area. Experience: At least 6-8 years’ relevant management experience 3 years of which should be at senior management level in a banking or development financial institution. Competencies 1. Commercial Awareness 2. Communication 3. Decision Making 4. Influencing Others 5. Performance Management 6. Empowering Individuals 7. CEDA Values

Contact information

Mandisa Paledi