Head Customer Experience – RAF Head Customer Experience – Road Accident Fund (RAF)
Head Customer Experience – RAF
Head Customer Experience – Road Accident Fund (RAF)
Location: Centurion, Gauteng
Employment Type: Permanent
Reference No.: 7038
Division: Strategy and Transformation
T.A.S.K Grade: 20
Salary: R1,827,182 per annum
Closing Date: 11 September 2026
About the Road Accident Fund
The Road Accident Fund (RAF) provides timely and equitable assistance to people affected by motor vehicle accidents through appropriate social benefits that provide financial relief and support recovery for qualifying individuals.
Purpose of the Job
The Head Customer Experience will report to the Chief Strategy and Transformation Officer and oversee the delivery of customer experience services across RAF.
The role is responsible for ensuring positive and seamless experiences for internal and external customers, improving customer value, and developing strategic customer journeys and experiences through collaboration with multidisciplinary teams.
Key Performance Areas
Customer Experience
Lead and manage contact centre Service Level Agreements and governance requirements.
Identify customer trends and establish measures to proactively maintain positive experiences.
Ensure quality control of claims process outputs relating to customer satisfaction and service delivery.
Represent the voice of the customer and promote customer-centric decision-making.Streamline and optimise customer-facing processes and workflows.Lead customer journey mapping to identify pain points and improvement opportunities.
Complaints Management
Lead the management, implementation, monitoring and resolution of RAF queries and complaints.
Guide investigations of complaints and queries with relevant business units.
Drive the use of different channels to gather and analyse customer data and resolve queries and complaints.
Continuous Improvement
Drive continuous customer experience improvements.Monitor industry trends, best practices and emerging technologies.Develop innovative solutions and strategies to improve customer experience.Strategy and Operational Planning
Lead the development of customer experience strategies aligned with RAF’s organisational goals.
Drive achievement of departmental KPIs and strategic objectives.
Provide strategic input into current and future customer experience interventions and operational plans.
Reporting and Analytics
Drive the use of customer data and analytics to measure KPIs and customer satisfaction.
Lead the development of functional management, project and performance reporting systems.Stakeholder Management
Collaborate with departments to align customer experience initiatives.
Ensure consistent customer experiences across organisational touchpoints.
Ensure RAF’s organisational mandate is communicated throughout the department.Financial Management
Provide strategic input into annual planning and budget development.Monitor financial and strategic performance.Ensure appropriate internal controls and compliance with PFMA, RAF policies and relevant legislation.Manage and control the subdivision’s expenses budget.
People Management
Build, develop and retain a high-performing team.
Oversee human capital processes and address workplace conflicts, performance deviations and related matters.
Qualifications and Experience
Applicants should have:
Bachelor’s Degree or Advanced Diploma in Business Administration, Business Management, Customer Experience or a related field.
Postgraduate qualification in Business Administration, Business Management, Customer Experience or a related discipline.
10–12 years’ relevant experience in a client support environment.
At least 5 years’ experience at Senior Management level.
Experience in customer experience management, customer measurement and insights, and customer experience strategy.
Advantageous Certifications
ACXP (Accredited Customer Experience Professional)
ACXM (Accredited Customer Experience Master)
Technical and Behavioural Competencies
The successful candidate should demonstrate:
Strategic capability
Results orientation
Business and financial acumen
Compliance and governance
Leadership agility
Change management
Conflict management
Critical and innovative thinking
People management
Policy conceptualisation and formulation
Risk management
Reporting
Knowledge of CRM software and systems
Customer Experience business case development
Advanced customer experience modelling and analytics
Excellent communication and conflict-handling skills
Strong stakeholder and interpersonal relationship skills
Employment Equity and Other Requirements
The Road Accident Fund subscribes to employment equity principles, with preference given to People with Disabilities.
Security vetting will be conducted on prospective employees.
Applicants with foreign qualifications are responsible for having their qualifications evaluated by the South African Qualifications Authority (SAQA) and providing proof of evaluation.
Applicants who do not receive correspondence from RAF within six weeks after the closing date may consider their applications unsuccessful.
Application Details
Position: Head Customer Experience
Reference: 7038
Location: Centurion, Gauteng
Salary: R1,827,182 per annum
Closing Date: 11 September 2026
Employment Type: Permanent
Applicants should ensure that they meet the stated qualification and experience requirements before applying.