🚀 We’re Hiring: Executive Head of Customer Experience (CX) – Merchant Division
Lesaka Merchant | Merchant Division

Are you a visionary, customer‑centric leader who turns insights into meaningful business outcomes? Lesaka Merchant is looking for an Executive Head of Customer Experience (CX) to design, measure, and elevate the end‑to‑end customer experience across the Merchant Division.

This is a strategic, high‑influence role for a CX expert who thrives in a fast‑moving environment, understands journey design, leverages data to drive improvement, and collaborates cross‑functionally to unlock commercial value through customer excellence.

📍 Location: Johannesburg / Cape Town
📊 Reporting Line: Chief Operating Officer (COO)
👥 Direct Reports: To be confirmed
🤝 Dotted‑Line Partners: Technology, Data, BPMO, Customer Care, Field Services, Product, Marketing, Risk & Fraud

💼 Purpose
The Executive Head of CX owns the full customer experience ecosystem across the Merchant Division — including journey design, satisfaction measurement (CSAT / CHAP), insight generation, and improvement programmes.

This role ensures customer‑centric design drives:
✨ Stronger customer satisfaction
💸 Reduced cost‑to‑serve
⚙️ Operational efficiency
📈 Revenue growth
🎯 Improved brand consistency

You will translate customer insights into actionable recommendations that deliver long‑term experience and commercial impact.

🔍 Key Responsibility Areas

Customer Experience Strategy & Design

• Define and own the end‑to‑end CX design framework.
• Design and evolve customer journeys with Technology, Product, and Operations.
• Ensure CX design aligns with business strategy and customer needs.

CX Measurement & Voice of Customer

• Establish and lead CSAT, CHAP, and other experience‑measurement programmes.
• Build measurement frameworks, cadence, and success metrics.
• Ensure consistent feedback collection across all customer touchpoints.

CX Insights & Continuous Improvement

• Translate customer data, feedback, and behavioural trends into insights.
• Identify pain points, root causes, and improvement opportunities.
• Drive a culture of continuous improvement across the Merchant Division.

CX Programmes of Work

• Develop CX‑led programmes based on insight and measurement outcomes.
• Partner with BPMO to prioritise and execute CX initiatives.
• Track the impact of CX programmes on satisfaction, cost and revenue.

Commercial & Brand Impact Enablement

• Ensure CX initiatives support revenue growth, customer retention, and reduced cost‑to‑serve.
• Strengthen brand positioning through consistent, high‑quality experiences.
• Present CX insights and commercial value to leadership forums.

Cross‑Functional CX Enablement

• Partner with Customer Care, Field Services, Technology, and Data to embed CX principles.
• Influence system, process and operational decisions for customer‑centric outcomes.
• Advocate for the customer in strategic and operational forums.

CX Capability & Team Leadership

• Build and lead a CX analytics and insights capability.
• Develop a team of CX analysts focused on journey insights and optimisation.
• Embed CX thinking across the organisation.

🧠 Key Competencies Required
⭐ Customer‑Centric Design – Uses structured CX and journey‑mapping methodologies.
📊 Insight & Analytics Orientation – Turns data and trends into actionable insights.
🔄 Continuous Improvement – Optimises processes, systems and experiences.
💼 Commercial Acumen – Links CX directly to revenue, retention and cost impacts.
🤝 Stakeholder Influence – Aligns multiple teams without relying on authority.
🔗 Systems & Journey Thinking – Understands cross‑functional, end‑to‑end journeys.
🛠️ Execution Collaboration – Works effectively with BPMO and delivery teams.
👤 Leadership & Enablement – Builds and inspires strong CX capability.

🎓 Qualifications

• Bachelor’s degree in Business, Commerce, Marketing, Service Design, Psychology, or related field
• Postgraduate qualification or MBA advantageous
• 10+ years’ experience in CX, service design, customer strategy, or customer operations
• 5+ years’ senior leadership experience, preferably in fintech, payments, financial services, telco, or other high‑volume customer environments
• Professional CX certifications (CCXP, Design Thinking, Lean Six Sigma) advantageous
• Strong skills in journey design, insight analysis, and CX measurement
• Proven track record of turning customer insight into commercial and operational improvements
• Strong executive presence and cross‑functional influence

🌟 Our Values
💡 Entrepreneurial Spirit – We innovate boldly, take ownership, and act with initiative.
🛡️ Integrity – We operate with honesty, trust, and transparency.
🤝 Collective Wisdom – We collaborate, share knowledge, and solve problems together.
⚡ Bias to Action – We move with urgency, discipline, and a focus on results.

📌 Preference will be given in support of EE / AA measures.

🔗 Ready to shape customer experience for one of South Africa’s leading merchant platforms?
Apply now — or share this opportunity with an exceptional CX leader.