Business and Client experience enablement lead

Introduction Digital Client is a fast growing business within Momentum Retail, here our energy is exceptional. We pride ourselves on challenging and inspiring ourselves to do better. One way to do this is our commitment to creating exceptional client experiences in our digital and operational functions (sales, service, advice) that drive long-term loyalty and business growth.

As our Business and Client Experience (CX) enablement lead, you will have the opportunity to join us in building and protecting our clients dreams. Your ask is as part of a team to passionately lead and enable our business with a client-centric approach. In this role you will be designing the future of our business.

Disclaimer As an applicant, please verify the legitimacy of this job advert on our company career page. Role Purpose The Business and CX enablement lead will be the architect behind our operational customer and employee experience in Digital Client. The successful imcumbent will be responsible for designing, driving, and optimising initiatives that improve business operations and enhance client experiences. This role oversees Digital Clients Quality and Training teams to ensure our operational teams have the tools, processes, knowledge and competencies to excel while leveraging these functions to build a culture of excellence, ensuring consistency, efficiency, and measurable impact on client satisfaction and operational effectiveness.

The role will be the bridge between our functional operational areas and the experience they give to our customers and our broader enablement and design areas to ensure experience and solution design that optimises for operational business success and customer satisfaction. To partner with operational areas for new solution and process adoption.

Requirements Qualification

• Relevant tertiary qualification or accreditation in CX Design or Business operational management (essential)
• Relevant certifications in UX, Client Experience, or Business Enablement (e.g., CX certifications, Six Sigma) are a plus.
• Risk management Certification or Accreditation
• Minimum requirement: LEAN Six Sigma Green Belt (Black Belt preferred)

Experience

• 5-7+ years in a senior specialist / management role responsible for mentioned enablement functions and CX design (Training, Quality, Change management, CX).
• Proven experience in managing and leading teams.
• Minimum of 5 years functional leadership experience in CX.
• Proven experience and track record in CX and managing operational enablement functions such as training and quality management.
• Strong background in data analytics, experience measurement tools, and feedback systems.
• Experience in owning quality and output of training programs, quality frameworks and knowledge management systems.

Knowledge

• Expertise in quality management and training design.
• Strong understanding of client experience frameworks, design thinking, and business strategy.
• Experience in creating and leading training and quality functions that improve team performance and client satisfaction.
• Knowledge of quality assurance and control practices in service delivery.

Skills

• Strong strategic thinking and planning combined with hands-on approach to execution.
• Strong interpersonal, communication and partnership skills.
• Data-driven mindset and ability to analyse data with a focus on continuous improvement and finding actionable insight.
• Exceptional change management, communication, organisational development and stakeholder management skills.
• Strong project management skills, with a focus on delivering high-quality solutions on time.

Duties & Responsibilities Overarching:

• Design and implement comprehensive client and employee experience strategies (process design, training, knowledge management, quality assurance ) that enables and prepares our customer facing functions to exceed customer expectations.
• Partner with cross-functional teams to align operational processes with client-focused outcomes and develop and implement frameworks and tools to enable teams to deliver exceptional experiences.
• Provide leadership and develop and implement scalable frameworks for business change management, training and adoption of new processes and systems.
• Establish robust knowledge management systems and training mechanisms that enhance both team efficiency and customer self-service.
• Build and lead a high-performing training, quality and knowledge management team.
• Partner with functional operational areas to define key experience capability needs and requirements, drive CX design and operational adoption to show measurable business outcomes.

Client Experience Design:

• Lead the design and continuous improvement of client-centric experiences across all touchpoints (digital and person-driven by our operational and sales functions).
• Collaborate with cross-functional teams (marketing, sales, product, advice, technology and client management) to ensure seamless, consistent, and meaningful client journeys.
• Develop and implement user-centric strategies that enhance overall satisfaction, loyalty, and engagement.
• Create detailed client journey maps, personas, wireframes, prototypes, and user flows.
• Conduct workshops, design sprints, and ideation sessions to collaborate on solutions for improving client experiences.

Measuring and Evaluating Client Experience and operational quality:

• Lead the development and execution of strategies to enhance the end-to-end client experience.
• Identify and address client pain points through client-centered design principles and data-driven insights.
• Collaborate with functional operational and delivery teams to create seamless and intuitive client journeys across all touchpoints.
• Implement feedback mechanisms to continuously improve client satisfaction and engagement.
• Develop and implement frameworks for measuring client satisfaction, loyalty, and feedback (including NPS, CSAT, CES).
• Leverage data analytics and quality and CX measurement metrics to track, measure, and analyse client behavior, pain points, and trends across all platforms and services.
• Use training and CX design to improve identified key business objectives.
• Define reports and dashboards that provide actionable insights and track performance against key business and quality metrics, to enable and drive a cycle of improvement and adoption.
• Regularly evaluate and report on the effectiveness of client experience strategies, providing recommendations for improvements.
• Lead the Quality team to define, implement, and monitor quality standards across processes and client interactions.

Business Enablement and design:

• Ensure that client experience strategies align with broader business goals and OKRs, enhancing revenue, customer satisfaction, advice outcomes, retention, and client value growth.
• Collaborate with the Digital Client leadership team to incorporate client insights into business decisions, product development, and go-to-market strategies.
• Work with sales, marketing, and product teams to identify opportunities for client-driven innovation and business expansion.
• Provide training and guidance to internal teams on client experience best practices.
• Establish a Client experience community of practice within Digital Client to ensure client centric thinking permeates across the departments and within the Digital Client Leadership team

Training and Quality:

• Collaborate with the internal training community to ensure that Training standards are sound within Digital Client
• Oversee the Training team to design and deliver impactful training programs that equip employees to deliver exceptional client experiences.
• Ensure training aligns with business objectives and client-centric goals.
• Foster a learning culture by integrating continuous education, upskilling, and competency assessments into the organization.
• Lead a training and quality operational function that:
  • Develop and implement training programs for internal teams (sales, customer support, product, etc.) to ensure a consistent and high-quality client experience.
  • Create and deliver workshops, e-learning modules, and hands-on sessions to enhance employee understanding of client experience strategies and tools.
  • Establish and monitor quality standards for client-facing teams, ensuring consistency and excellence in client interactions.
  • Conduct quality assessments, audits, and reviews to identify gaps in service delivery and recommend improvements.
  • Ensure all client-facing employees are equipped with the knowledge and resources to deliver exceptional experiences.

Client Advocacy and Relationship Management - find effective ways to:

• Act as a client advocate, ensuring that client feedback is prioritised and integrated into the business and design strategies.
• Build relationships with clients to understand their evolving needs, preferences, and challenges.
• Conduct client interviews, surveys, and usability testing to gather insights and feedback.

Continuous Improvement & Innovation:

• Stay up to date with the latest trends, tools, and technologies in client experience and business enablement.
• Introduce innovative solutions to elevate the client experience, training methodologies, and quality standards.
• Promote a culture of continuous learning and improvement across teams.

Competencies

• Client-focused, with a passion for creating solutions that directly impact customer satisfaction and loyalty.
• Analytical and data-driven, yet creative with an eye for innovative, client-centric solutions.
• Proactive and results-oriented, with a focus on delivering tangible business impact.
• Collaborative, with the ability to work across teams to drive client experience improvements.
• Strong communicator, capable of teaching and mentoring teams to meet client experience standards.

Information :

• Company : Momentum Life
• Position : Business and Client experience enablement lead
• Location : Centurion, Gauteng
• Country : ZA