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Work Background
iqbusinessSenior Manager
Jun. 2022City of Johannesburg, Gauteng, South AfricaI specialise in consulting; focusing on client experience design, journey mapping, design thinking and design research. I have extensive experience; in optimising customer journeys across industries; such as banking, communications, media & entertainment, and technology solution providers. By leveraging insights from data and human-centred design, I help organisations transform their customer experiences to drive engagement, loyalty, and business growth.
IQbusiness South AfricaManager
Jun. 2022Johannesburg Metropolitan AreaCX design and design research for Nedbank Juristics CX workshop facilitation and journey mapping for Standard Bank CIB Building a competency framework for all design related role Leading a heuristic evaluation for the Cowrie app for the SAtion project Developing and conducting CX design bootcamp for the IQ graduate program Co-facilitating Design Thinking workshops
MultiChoice GroupSenior Specialist, Customer Experience Design
Jan. 2019 - Jul. 2022Johannesburg Area, South AfricaMy role is to identify the needs of our customers and how to design experiences that meet these needs whilst meeting business objectives and key results. Ultimately ensuring that internal teams are aligned and contribute towards proactively delivering differentiated but seamless experiences for our customers in all our available touchpoints
Hewlett Packard EnterpriseCustomer Experience Lead
May. 2010 - Feb. 2018Johannesburg Area, South AfricaAs a Customer Experience Lead: I am a customer experience consultant responsible for TCE (Total Customer Experience) for Hewlett Packard Enterprise. I use a tailored process that combines quantitative and qualitative research to obtain customer insights and business performance scores from top enterprise customers across different sectors within South Africa. This feedback is consolidated and the overall results get communicated to the country management team. I also implement and manage projects that are aimed at improving customer satisfaction or increasing revenue using a combination of PMBOK and Lean Sigma methodologies As a Quality consultant: I participate as a co-assessor in internal audits. On an annual basis I participate in business processes reviews and make recommendations to the process owners as and when required. I represent the South African office during bid requests by preparing quality documents for submission in alignment with ISO 9001:2015 requirements
HPCountry Customer Relations Manager
Nov. 2007 - Apr. 2010Johannesburg Area, South AfricaResponsible for the Customer Relations Department for HP South Africa to improve customer experience and satisfaction. Providing cross-functional business unit complaint management services through customer escalations management, conducting root cause analyses and providing recommendations to drive business process improvements
HPCountry Customer Relations Manager
Nov. 2007 - Apr. 2010Johannesburg Area, South AfricaResponsible for the Customer Relations Department for HP South Africa to improve customer experience and satisfaction. Providing cross-functional business unit complaint management services through customer escalations management, conducting root cause analyses and providing recommendations to drive business process improvements
Sykes Enterprises, Inc.Quality co-ordinator
Jan. 2003 - Oct. 2006Johannesburg Area, South AfricaConducting internal quality assessments and coordination of quality assurance activities Facilitating quarterly business reviews for 5 accounts. Recruiting and training call centre agents on how to handle customer queries.
Sykes Enterprises, Inc.Quality co-ordinator
Jan. 2003 - Oct. 2006Johannesburg Area, South AfricaConducting internal quality assessments and coordination of quality assurance activities Facilitating quarterly business reviews for 5 accounts. Recruiting and training call centre agents on how to handle customer queries.
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