Customer Experience Lead

Join the LetsGo Movement

Main Purpose

To lead and champion the customer experience strategy across the organization by overseeing the resolution of customer queries, complaints, and compliments. The role ensures continuous improvement through data-driven insights from customer feedback systems and direct engagement, fostering a culture of customer-centricity and operational excellence.

Position Requirements

Education

• Degree in Marketing, Business Administration, Commerce, Management, or its equivalent.

Experience

• 3-5 years working experience in a financial Institution with at least 2 years in customer service and customer experience.

Knowledge

• In-depth understanding of operational policies, procedures, and service delivery frameworks.
• Advanced knowledge of Customer Experience Management (CEM) and Customer Relationship Management (CRM) strategies.
• Familiarity with customer feedback systems, analytics tools, and digital engagement platforms.
• Strong grasp of risk management principles, especially in relation to customer-facing processes.
• Knowledge of organizational change management and process re-engineering methodologies.

Skills

• Strategic leadership and team management capabilities, with a proven ability to drive customer-centric initiatives.
• Strong stakeholder engagement and relationship-building skills across internal departments and external partners.
• Excellent communication and presentation skills, with the ability to influence at all levels.
• Analytical thinking and problem-solving skills, with a focus on data-driven decision-making.
• Project management and planning skills, including the ability to manage multiple priorities and deliver results.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and customer experience platforms.

Critical Deliverables, Core Accountabilities, and Responsibilities

Strategic Leadership

• Drive the implementation and continuous refinement of the subsidiary’s customer experience strategy in alignment with corporate objectives.
• Advocate for customer-centric thinking across all departments and levels of the organization.

Customer Complaint Management

• Oversee the resolution of customer complaints in accordance with the customer care policy and service standards.
• Monitor complaint trends and escalate systemic issues to relevant stakeholders for strategic intervention.

Vendor and Technology Oversight

• Manage the relationship with vendors providing automated customer feedback solutions, ensuring optimal system performance and value delivery.
• Lead the evaluation and integration of new technologies to enhance customer experience.

Process Improvement and Innovation

• Identify and prioritize opportunities for process and policy improvements based on customer feedback and service analytics.
• Lead cross-functional teams in process re-engineering initiatives aimed at improving customer satisfaction and operational efficiency.

Stakeholder Collaboration

• Collaborate with department heads to embed customer experience principles into operational workflows and service delivery models.
• Influence internal policies and procedures to reflect customer needs and expectations.

Reporting and Insights

• Prepare and present monthly customer experience reports to senior management, highlighting key trends, risks, and improvement initiatives.
• Utilize data analytics to inform strategic decisions and measure the impact of customer experience initiatives.

How to Apply?

Suitably qualified and experienced candidates should submit their application letter, curriculum vitae, and copies of educational certificates to: ls.recruitment@letshego.com or hand deliver at Executive Building, Opposite LPPA along Pioneer Road, Maseru, Lesotho on or before 19th September 2025 at 1700hrs

Notice

Only shortlisted applicants will be contacted. Letshego Financial Services Lesotho reserves the right to appoint suitable candidates who meet the application requirements. No late applications will be accepted.

Disclaimer

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