Customer Experience Consultant

Role Purpose

At dotsure.co.za, we don’t just sell policies—we create fans. The Customer Experience Consultant plays a crucial role in this mission by championing the customer's voice across the business. This role is part of the Product Development team and ensures that every touchpoint—from acquisition to claims—is shaped with empathy, efficiency, and excellence. By analysing feedback, investigating pain points, and partnering with internal teams, the CX Consultant will continuously improve our processes, products, and communications with the ultimate goal of delivering a world-class customer experience.

Key Responsibilities

1. Customer Journey Mapping: Analyse and map key journeys (e.g., sales, policy changes, claims, cancellations) to identify friction points and opportunities for improvement.
2. Voice of Customer (VoC) Analysis: Review and combine feedback from NPS, complaints, call recordings, and customer surveys to generate actionable insights.
3. CX Improvement Initiatives: Identify and document at least 5 issues per month that affect customer experience and work with relevant teams to address and close them out. Track recurring issues.
4. Complaints & NPS Reporting: Conduct monthly analysis of NPS detractors and complaints data, identifying trends and proposing improvements. Provide commentary on changes month-on-month.
5. Customer Communication & Scripting: Audit and refine all customer-facing scripts, documents, and communications to ensure clarity, empathy, compliance, and alignment with TCF principles.
6. TCF & Audit Participation: Conduct regular TCF audits (minimum 5 per month) and report findings to the TCF committee, highlighting severity and business impact.
7. Cross-Functional Collaboration: Work closely with Products, Sales, Service, Marketing, Claims, Softsure, and Legal teams to advocate for customer-centric changes and ensure alignment with CX goals.
8. Documentation & Compliance: Support the review and improvement of SOPs, onboarding processes, and policy documentation to ensure regulatory compliance and customer clarity.

Day-to-Day Activities

1. Reviewing customer feedback and complaint reports.
2. Meeting with internal teams to discuss process or communication improvements.
3. Mapping specific customer journeys using visual tools or templates.
4. Drafting or updating customer-facing scripts and documents.
5. Preparing and presenting NPS and TCF audit findings.
6. Logging and tracking monthly issues and their resolution statuses.
7. Participating in product or operational workshops to inject customer perspectives.

Ideal Candidate

We’re Looking For Someone Who:

1. Thinks like a customer, acts like a problem-solver.
2. Is a natural collaborator and strong communicator.
3. Can analyse data and translate it into meaningful actions.
4. Cares deeply about fairness, clarity, and consistency.
5. Thrives in a fast-paced, cross-functional environment.
6. Is proactive, emotionally intelligent, and detail-oriented.

Required Qualifications & Experience

1. 3-Year Qualification in Industrial Psychology/ Psychology/Law/Marketing, or a related field.
2. Strong communication and interpersonal skills.
3. Experience in analysing feedback (NPS/complaints) and journey mapping.
4. High level of emotional intelligence and customer orientation.

Advantageous

1. Formal CX-related certification.
2. Experience in insurance, financial services, or other regulated environments.
3. Exposure to TCF, scripting, and customer communication standards.
4. Familiarity with AI or digital journey analysis tools.
5. 3-5 years’ experience in related field.