🚀 We’re Hiring: Customer Experience Change Manager

📍 Location: Johannesburg
🏢 Business Unit: Merchant Operations Division
👤 Reports to: Executive Head: Customer Experience

⭐ Role Purpose

At Lesaka, we are building a customer‑centric, insight‑driven organisation that delivers seamless and consistent experiences across every merchant touchpoint. As our merchant ecosystem evolves, driving effective adoption of customer experience (CX) initiatives is critical to achieving sustainable growth and operational excellence.

The Customer Experience Change Manager is responsible for leading the successful rollout and adoption of CX initiatives across the Merchant Division. This role focuses on translating CX strategy into execution by driving structured change management, communication, training, and stakeholder alignment — ensuring measurable improvements across teams and merchant journeys.

This role is ideal for a dynamic, execution‑focused individual who thrives in cross‑functional environments and understands change at scale.

🎯 Primary Focus

To drive the adoption and successful execution of customer experience initiatives by leading change management, communication, training, and stakeholder alignment, ensuring consistent delivery and continuous improvement of merchant experience outcomes.

🔍 Key Responsibility Areas & Associated Tasks

🔄 1. Change Management & Adoption

• Develop and execute structured change‑management plans for CX initiatives
• Identify risks, dependencies, and resistance points early
• Drive adoption using proven methodologies (e.g. ADKAR, Kotter)
• Ensure smooth rollouts with minimal disruption to operations

📣 2. Communication & Engagement

• Design and implement targeted communication strategies to support CX initiatives
• Manage multi‑channel communication plans
• Align CX messaging with Product, Marketing, and Operations teams
• Measure engagement effectiveness and refine communication approaches

🎓 3. Training & Capability Enablement

• Develop training materials including playbooks, guides, and workshops
• Tailor training programmes to different user groups
• Facilitate and deliver training sessions
• Continuously enhance training content based on feedback and adoption outcomes

📊 4. Adoption Metrics & Insights

• Define and track CX adoption KPIs
• Build dashboards to monitor usage and behavioural change
• Analyse data trends and identify adoption gaps
• Recommend targeted interventions to improve uptake and consistency

🚀 5. Go‑To‑Market Readiness

• Coordinate cross‑functional CX launch activities
• Ensure readiness across teams prior to go‑live
• Develop launch and rollout playbooks
• Monitor post‑launch performance and resolve adoption issues

🤝 6. Stakeholder Alignment & Collaboration

• Engage stakeholders across Product, Operations, Sales, and Support functions
• Facilitate alignment sessions and readiness workshops
• Ensure clarity of roles, accountability, and timelines
• Maintain strong collaboration throughout delivery and rollout

🔁 7. Continuous Improvement & Feedback

• Design and manage feedback mechanisms across merchant and internal users
• Analyse feedback trends and adoption insights
• Identify ongoing CX improvement opportunities
• Feed lessons learned into future CX initiatives and roadmap planning

💡 Key Competencies Required

• Strong change‑management execution capability
• Stakeholder engagement and influence
• Analytical thinking with data‑driven decision‑making
• Clear communication and facilitation skills
• Adaptability and resilience in evolving environments
• Results‑oriented mindset with strong execution discipline

🎓 Experience & Qualifications

Minimum Experience

• 5+ years’ experience in change management or customer experience roles
• Proven experience driving large‑scale adoption initiatives

Preferred Experience

• Experience within fintech, payments, or customer‑centric environments

Qualifications

• Degree in Business, Human Resources, Communications, or a related field
• Prosci or ACMP certification preferred
• PMP or PRINCE2 certification advantageous

🌟 Our Values

At Lesaka Merchant, we are guided by four core values:
✔ Entrepreneurial Spirit – We innovate boldly and act with ownership
✔ Integrity – We operate with honesty, trust, and transparency
✔ Collective Wisdom – We collaborate and leverage shared expertise
✔ Bias to Action – We deliver with urgency, discipline, and focus

📌 Preference will be made to support EE / AA measures.

🔥 Ready to Drive Customer Experience Transformation?

If you're passionate about driving change, enabling adoption, and delivering meaningful CX improvements, this role offers the opportunity to shape how Lesaka delivers value to its merchants.

📩 Apply now — or share this opportunity with someone exceptional!

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