Johannesburg Metropolitan Area
Welcome to my professional journey! I am a passionate Customer Experience (CX) and Digital strategist who has a proven track record of creating exceptional customer journeys and digital strategies. My expertise lies in implementing innovative CX frameworks and optimizing digital processes to enhance overall satisfaction and experience. As a tech enthusiast, I am well-versed in using modern tools like Figma, Miro and Invision to design seamless and user-friendly interfaces. I am also committed to data-driven decision-making, and I'm proficient in using analytics tools like MS Power BI, Qlikview, and IBM SPSS Statistics. With a solid foundation in UX design principles, I bring a wealth of experience from my roles in shaping end-to-end CX and UI strategies across diverse industries. I have held leadership positions where I've successfully aligned stakeholders, managed key accounts, and fostered collaborative success both nationally and internationally. Let's connect and explore how my customer-centric design skills, innovative tech integration, and strategic leadership can contribute to transforming and optimizing your business's customer experience landscape.
Develop and lead the product roadmap and strategy Develop, implement and own the product backlog Work with issuers, partners and internal customers to define the details behind the business requirements. Leading and driving Digital experience and design strategies Executing Bot and AI capabilities on digital touchpoints Designing future state customer experience processes, system interfaces and user interfaces Optimizing and maintaining current state customer experiences, system interfaces and user interfaces Designing customer and user journey flows for seamless communication Aligning business and stakeholders on the Customer Journey Strategies Modernizing Customer Journey interfaces via AI and BOT technologies Design and report on NPS and CSAT scores to understand customer (lead and member) ratings, perception and satisfaction Drafting, collecting and analysing system and interface requirements Reporting and engaging senior and C-suite stakeholders on all digital product journeys
Overseeing the implementation of CX strategies, frameworks and principles for commercial customers. Gathering and analysing financial, demographic and industry data to provide deeper insights into customer behaviour, perception and preferences when designing solutions that align with User Experience (UX) requirements. Leading a team in developing CX metrics through data analytics and customer profile mapping. Hosting and facilitating workshops with business stakeholders to map their customer journeys and create improvements and seamless processes. Partnering with various areas across the bank to train, educate and improve the CX mindset in creating holistic customer solutions. CX journey design, overseeing and implementation of strategies. Analysing and providing insights from data.
CX Specialist providing input into the FNB CX strategy Designing customer experience journeys, blueprints and wireframes Conducting CX research Using data and analytics to make informed decisions Stakeholder engagement Presenting results to business
• Building data-driven solutions for internal and external customers on MS Power BI, Qlikview and Smartsheet. • Business intelligence team lead, coordinating activities of data provision for all 9 airports. • Managing relationships with internal and external stakeholders • Development and management of a successful customer experience framework across all 9 airports in South Africa. • Guiding all 9 airports in South Africa by providing reporting dashboards, training of staff and improving stakeholder satisfaction scores • Coordinate and manage the Key Account Management framework in line with the company strategy and vision. • Developed and implemented the Key Account Management Strategy and Framework across the network of 9 airports (complex, highly matrixed). Enable and support the sustainability and profitability of existing and potential stakeholders in the airport community • Develop relationships with new stakeholders as well as maintain existing ones in order to drive a common goal between the company and its value chain • Development of both sales and non-sales account frameworks for external and internal stakeholders • Conduct in-depth analysis of stakeholder feedback results, commercial activities contributing to revenue and market/benchmark analysis in order to assist stakeholders with effective business guidance and collaboration • Working with various internal departments to further develop the customer experience strategy for the business • Formulating a survey for 1000 stakeholders, understanding their perceptions and requirements and therefore deriving and driving value on all levels • Conduct monthly and quarterly reporting, presenting results to all levels of business (MANCO and EXCO)
• Analysis of data relating to customer feedback, trends and forecasts and drafting solutions for business. • Provision of data analytic services to both internal and external customers. • Working with various internal departments to further develop frameworks for the company. • Presenting results and solutions to various levels of management and gathering requirements for further enhancements. • Training of staff on data analysis tools and reporting. • Managing a board KPI, ensuring improvement and customer satisfaction • Managing the activities and contractual requirements with service providers • Analysing data on customer perception in order to proactively support internal partners • Preparation of quarterly reports for internal and external stakeholders • Ensuring that the service quality reports for all 9 airports are prepared timeously on a quarterly basis • Attending service standards workshops and presenting the results when the need arises • Analysis of perception results and preparing individual reports for airport managers • Creating basic dashboards, expressing results in an easy to understand format • Addressing ad hoc requests from management • Assisting with training of employees on the customer experience programme, analyzing results and report preparation • Liaising with airlines ensuring service providers are addressing their needs in an effective manner • Assisting Ghana Airports Company Limited (GACL) with analysis of passenger perception surveys. • Monitoring and coordinating the surveys conducted by the two service providers and ensuring that these are delivered to Canada before the monthly and quarterly deadline.
• Preparation of the regional and international monthly Quality management systems (QMS) value chains for all 9 airports. • Preparation of the regional airports QMS quarterly report. • Attending customer care weekly meetings at OR Tambo airport to address non-compliances received via the airside, landside and terminal audits • Weekly QMS airside audits at OR Tambo • Quarterly QMS airside audits at all 9 airports • Assisting with the preparation of the management and stakeholder service standards packs for dissemination to the various airports. • Assisting with the preparation of the feather awards results • Preparation of the Airport Service Quality (ASQ) regional and international monthly and quarterly value chains for all 9 airports. • Preparation of all 9 service standards ASQ quarterly reports. • Attending service standards workshops and presenting the results when the need arises. • Preparation of the ASQ KPI for corporate strategy • Creating the airport presentations showing the results for that quarter. • Conducting airside service provider assessments for the feather awards • Preparation of cleaning, security and immigration results for the service standards packs • Preparing the ASQ contribution for the executive summary • Preparing the ASQ contribution for the regulating committee • Assisting with the preparation of the service standards stakeholder and management packs for the 9 airports. • Assisting with the creation of the ASQ matrix for Guarulhos Airport (Brazil) • Analyzing the potential for Kotoka airport in Ghana to join the ACI ASQ programme • Monitoring and coordinating the surveys conducted by the two service providers and ensuring that these are delivered to Canada before the monthly and quarterly deadline. • Assisting with training the ASQ custodians at the various airports in using the ACI portal to analyze results and trends at their respective airports.
Atmospheric Emission Licence applications Air Quality assessment project for the Gauteng region (Ekurhuleni District) Basic Environmental Audit formulation Determining pollutant quantities from various industries including ferroalloy, petrochemical and hazardous waste to name a few. Formulating graphical representations of ambient data provided from pollutant monitoring stations across the province. Attending Public Participation meetings and engaging with relevant stakeholders regarding specific project progress