Head, Customer Experience Advisory at Divitiae Limited

Job Description
The role is a senior leadership one, reporting to the Managing Director. As a member of the Leadership team, the areas of focus are:

• Provision of insightful and strategic thought leadership, industry experience, analysis and expert advice to clients on superior and revenue enhancing customer experience strategies
• Efficiency of implemented solutions
• Growth and effective management of the Customer Experience Advisory Business

Financial Dimension:

• Revenue growth and cost efficiency

Relationship Dimension:

• Develop new and manage existing business relationships
• Manage a team of analysts
• Collaborate with other unit heads on Projects
• Leadership Dimension:
• Shape and drive the Hiring Company’s Business Strategy
• Membership of the Hiring Company’s Management Committee
• Attendance at Board Meetings
• People Leadership

Key Responsibilities
1.) Client Engagement and Management:

• Win new businesses
• Initiate and drive initial meetings with the Client’s management team to establish the requirements of the advisory project, define project standards, goals, budgets and deadlines
• Preserve existing and grow new client relationships

2.) Provide the strategic thinking for and lead the delivery of excellent Customer Experience Advisory to clients:

• Understand the Client’s strategic objectives
• Conduct an audit of client’s current strategy in order to clarify and define strategic and operational problems
• Collect, analyse and interpret data and assess the pros and cons of possible strategic options in service of actualising client’s objectives
• Recommend strategic options to the client and facilitate the selection of the optimal solution
• Prepare a strategic plan for the optimal solution
• Collaborate with other unit heads to implement the agreed solution
• Develop change management approaches that will facilitate the effective implementation of desired transformation in the client organisation
• Monitor and measure efficacy of implemented solutions

3.) Create Industry Specific Insight:

• Conduct objective research on industry specific market trends, competitors, product demands etc. that will allow clients/users make informed industry specific decisions

4.) Project management: create and institutionalise an efficient project management and reporting system to ensure service quality and compliance with objectives, budget, deadlines, client and regulatory requirements

5.) People Leadership:

• Organise and manage project team members to ensure tasks and responsibilities are delivered according to predefined quality standards and in a timely manner
• Coach and develop the Advisory team

Qualifications, Experience and Attributes

• First degree; a post graduate degree is an additional advantage
• Very good track record of project delivery and growth in a renowned Consulting firm
• Strong business and commercial awareness
• Very good numerical skills
• Strong analytical and problem solving skills
• Very good interpersonal skills
• Excellent written and verbal communication skills
• Excellent people leadership skills
• Very good organisational skills
• Proficient in the use of Microsoft office packages
• A proven track record of establishing and maintaining strong relationships with clients
• Excellent presentation and reporting skills
• Aggressive self-developer
• Pro-active, focused, self-motivated and initiative driven
• Entrepreneurial and resourceful
• Collaborative
• Flexible working options are available.