Team Lead - Player Journey
The Team Lead Customer Experience Management supports their team who is responsible for identifying barriers and obstacles that prevent the best possible customer experiences and then design innovative solutions to fix them.
The Team Lead Customer Experience Management measures the impact of the changes that they and their team recommended. This is done in order to ensure customers experience the benefit of the service improvements. The results are measured against the relevant metrics and reported on to senior stakeholders.
This role works with a variety of teams across the organisation to share ideas to improve customer experience. When changes are being developed, the Team Lead Customer Experience Management ensures that the Customer Experience Analysts are accurately representing customers’ needs and desires.
The Team Lead Customer Experience Management ensures the Customer Experience team has ownership and responsibility for delivering improvements on behalf of customers. They also give feedback on these improvements. The Team Lead Customer Experience Management, through their team, builds wider cross-functional teams whose goal is to identify opportunities and implement changes that can be made to improve journeys.
This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification. Should you not hear from us within 2 weeks, please deem your application as unsuccessful.
- Support the team in identifying barriers and obstacles that prevent the best possible customer experiences.
- Design innovative solutions to fix identified barriers and obstacles.
- Measure the impact of recommended changes.
- Ensure customers experience the benefit of service improvements.
- Report results against relevant metrics to senior stakeholders.
- Work with a variety of teams across the organisation to share ideas to improve customer experience.
- Ensure Customer Experience Analysts accurately represent customers’ needs and desires when changes are being developed.
- Ensure the Customer Experience team has ownership and responsibility for delivering improvements on behalf of customers.
- Give feedback on improvements.
- Build wider cross-functional teams to identify opportunities and implement changes that can be made to improve journeys.
- A credit and criminal record check will be conducted (required).
- Qualification verification check will be done (required).
Betway Africa is the African arm of Betway, the sports-betting and online-casino brand owned by Super Group (SGHC), a holding company listed on the New York Stock Exchange. Operating since 2006, it delivers sports betting and casino products - including the Jackpot City, Lucky Nugget and Ruby Fortune brands - across markets such as South Africa, Ghana, Nigeria, Zambia, Tanzania, Malawi and Mozambique. The division employs more than 1,000 people, with offices in Johannesburg and Cape Town. It covers functions spanning marketing, technology, finance and customer care for Betway's African operations.