Customer Experience Lead

Recruiter:

A 1L Realization (Pty) Ltd

Job Ref:

JHB001034/PN

Date posted:

Monday, August 17, 2026

Location:

Centurion, South Africa

SUMMARY:
Our client in the Telecoms sector is looking for a Customer Experience Lead on a contract durations of 6 to 12 months.

Role Purpose
Lead customer transformation and experience design across customer segments and channels, ensuring integrated, digital-first customer journeys and consistent experiences across Consumer, SMB and Enterprise environments.

POSITION INFO:
Key Responsibilities Lead customer experience transformation. Design end-to-end customer journeys. Develop customer journey blueprints. Conduct UX research and customer insight analysis. Define customer experience and service design standards. Design omnichannel experiences across web, mobile, retail, contact centre, USSD and digital channels. Lead prototype development and validation. Identify customer pain points and opportunities for simplification. Drive digital-first journey design. Develop customer experience KPIs. Collaborate with Product, Marketing, Technology, Data and BSS teams. Ensure customer journeys are aligned with business and transformation objectives. Minimum Requirements Bachelor's degree in UX, Design, Marketing, Business, IT or related discipline. 8-10+ years' CX, UX, service design or digital transformation experience. Telecommunications experience preferred. Strong omnichannel and digital customer journey experience. Experience with customer journey mapping and service design. Experience working within Agile transformation environments. Strong stakeholder engagement and facilitation skills.

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