Centurion, Gauteng, South Africa
Results-driven Customer Experience and Relationship Management professional with over 15 years of experience across healthcare, media, insurance, and corporate environments. Proven expertise in customer journey design, stakeholder engagement, service delivery optimization, and business relationship management. Currently serving as Specialist Technical Customer Experience Design at MultiChoice Group, leading customer-centric transformation initiatives using the Steve Towers Customer Experience Management methodology. Skilled in translating customer insights into strategic business solutions, optimizing processes, improving customer retention, and driving measurable operational efficiencies. Professional experience spans leading organizations including Netcare, Discovery Health, Kaelo, and Prime Cure. Recognized for building high-value stakeholder relationships, enhancing service quality, and implementing customer-focused strategies that strengthen loyalty and business growth. Core competencies include: • Customer Experience (CX) Strategy • Customer Journey Mapping • Client Relationship Management • Stakeholder Engagement • Service Delivery Optimization • Process Improvement • Customer Research & Insights • Business Transformation • Cross-functional Leadership • Data Analysis & Reporting • Healthcare Operations • CRM & Client Retention • Compliance & Governance • Strategic Communication • Change Management
• Managed strategic relationships with brokers, employer groups, and healthcare practitioners • Led client service delivery initiatives focused on retention, satisfaction, and operational excellence • Identified upselling and cross-selling opportunities to support revenue growth • Coordinated onboarding processes for medical practitioners and employer groups • Managed escalations, stakeholder communication, billing, and CRM updates • Conducted workshops, roadshows, and stakeholder presentations on products and healthcare solutions • Analyzed operational data and reported trends to support decision-making and process improvements Key Achievements: • Strengthened practitioner network engagement and client retention strategies • Improved service quality and stakeholder communication processes • Supported business growth through relationship-driven account management
• Managed provider relationships and SLA compliance across healthcare networks • Coordinated provider information updates, reporting, and quality assurance activities • Conducted operational audits and monitored compliance with contractual obligations • Delivered stakeholder communication and query resolution support • Produced monthly, quarterly, and ad hoc operational reports for leadership teams
• Executed healthcare awareness campaigns, workshops, and stakeholder engagement initiatives • Managed customer relationship activities and client retention programs • Conducted presentations and roadshows for employers and healthcare members • Supported strategic marketing initiatives and service delivery improvement projects • Identified business development and cross-selling opportunities
• Managed relationships with corporate healthcare clients and employer groups • Conducted business reviews and service delivery assessments • Delivered product training and support to brokers, consultants, and stakeholders nationwide • Oversaw client retention, service quality, and healthcare account management