Location: OL Centre, Windhoek

Purpose of the Position

To develop, govern and continuously enhance a Group-wide customer experience framework that drives service excellence, customer loyalty and business growth across the OL Group. The role will provide strategic oversight of customer experience performance, establish consistent standards and practices, promote a customer-centric culture, and translate customer insights into actionable business recommendations.

Qualification & Experience

• Bachelor Honours Degree / NQF Level 8 qualification in Customer Experience Management, Business Administration, Marketing, Operations Management, Industrial Psychology, Quality Management, Commerce or a related field.
• 8–10 years’ relevant experience in Customer Experience, Quality Management, Service Excellence, Business Transformation, Compliance or Operational Excellence.
• At least 5 years’ experience in a strategic, specialist or management role involving customer experience frameworks, policies, standards and governance.
• Proven experience in customer journey mapping and optimisation, Voice of the Customer, customer satisfaction and loyalty measurement, service excellence and quality assurance.
• Demonstrated experience in stakeholder engagement, data analysis, reporting, dashboard development, change management and customer-centric culture transformation.
• Advantageous: Master’s degree/MBA and relevant certifications in Customer Experience, Lean Six Sigma, Change Management, Quality Management or Project Management.

Key Responsibilities

• Develop and maintain the OL Group Customer Experience Strategy, goals and improvement priorities.
• Establish and govern Group-wide customer experience standards, policies, frameworks and service principles.
• Develop and manage the Voice of the Customer framework and customer feedback mechanisms.
• Monitor and analyse customer satisfaction, loyalty, retention, effort and advocacy measures.
• Develop customer experience KPIs, scorecards, dashboards and executive reports, translating data into actionable insights.
• Lead customer journey mapping, reviews and redesign initiatives to improve end-to-end customer experiences.
• Identify customer pain points, service gaps, emerging trends and opportunities for innovation.
• Develop and oversee the Group Complaint and Incident Management Framework, including service recovery standards.
• Conduct customer experience audits, reviews and maturity assessments and monitor compliance with approved standards.
• Identify root causes of customer dissatisfaction and drive corrective and preventative actions.
• Promote a customer-centric culture through awareness, workshops, coaching and capability-building initiatives.
• Partner with business units to embed customer experience objectives into strategic and operational plans.
• Provide customer experience expertise in digital transformation, organisational change and strategic initiatives.
• Represent the customer perspective in strategic projects, governance forums and business decision-making.
• Monitor industry trends and best practices and recommend opportunities to enhance customer experience and business outcomes.

Key Competencies

• Strategic thinking and business acumen.
• Customer experience management and customer journey design.
• Voice of the Customer and customer satisfaction measurement.
• Customer experience governance and quality management.
• Data analysis and insight generation.
• Stakeholder management and influencing.
• Change leadership and continuous improvement.
• Excellent communication, problem-solving and relationship-building skills.

Closing date - 13 October 2026

 OL - Authentic, Caring & Passionate

Applicants meeting our requirements are invited to apply. OL Group of Companies is an Equal Opportunity Employer.

    "This position is subject to a pre-employment screening and vetting process, and by applying for this position, applicants acknowledge that they are aware that the Company reserves the right to carry out screening and pre-employment vetting for all shortlisted applicants. Certificate of Conduct issued by the Namibian Police (not older than 6 months) may be required from all shortlisted applicants."

Requisition ID: 6084