Description
Role summary: The Customer Experience Manager is responsible for overseeing the overall customer
experience strategy and ensuring it aligns with the company’s objectives. This role involves gathering,
analysing, and applying customer insights to improve the customer journey across all touchpoints.
Functional Outputs/Activities per key performance area:
Customer Experience Strategy Development
• Design, implement, and continuously improve customer experience strategies across all
touchpoints.
• Develop and manage customer journey mapping processes to identify areas for
enhancement.
• Align customer experience strategies with business goals, ensuring a holistic approach
across teams.
Customer Insight & Data Analysis
• Lead the collection and analysis of customer feedback, surveys, and insights from various
channels (social media, reviews, direct feedback, etc.).
• Utilize data analytics tools to measure customer behaviours and identify trends, patterns,
and areas for improvement.
• Conduct qualitative and quantitative research (e.g., focus groups, customer interviews,
surveys).
Customer Journey Optimization
• Identify pain points in the customer journey and collaborate with cross-functional teams to
implement corrective measures.
• Develop and implement processes to enhance customer interactions with the company,
ensuring consistency and quality at every stage.
• Measure and track the effectiveness of journey improvements through relevant metrics.
Stakeholder Collaboration & Cross-Departmental Support
• Work closely with other departments (marketing, sales, product, and customer support) to
ensure alignment on customer experience goals and initiatives.
• Provide actionable insights to product teams, helping to shape offerings based on customer
preferences and needs.
• Act as a consultant for internal teams on customer-centric practices, including the design of
campaigns, product development, and service delivery.
Reporting & Continuous Improvement
• Track and report on key customer experience metrics, offering strategic insights to senior
leadership.
• Continuously evaluate and improve processes, ensuring the organization is aligned with
evolving customer expectations.
• Stay current with industry trends, customer behaviour changes, and emerging technologies
in customer experience management.
Quality Management
• Ensure all customer experience and insights activities comply with the company’s Quality
Management System (QMS), ISO standards, and internal procedures.
• Maintain accurate documentation for research programs, insights reports and approvals in
line with ISO requirements.
• Monitor the consistency, accuracy, and quality of insights and customer experience
programs.
Compliance
• Ensure regulatory compliance in execution of duties in the country.
• Ensure Adherence to Movit Group and In Country Policies and Procedures.
Minimum Qualification Requirements:
• A Bachelor’s degree in Business Administration,
Marketing, Communications, or a related field.
Master’s degree in Business, Marketing, or a related field is a plus.
Related Minimum Experience:
7+years of experience in customer experience management, customer insights, or a related role.
Send your CV to: hr@movitafrica.com
Deadline: 27th October 2026
To apply for this job email your details to hr@movitafrica.com.
