The Chief Customer Experience Officer is responsible for ensuring that an excellent standard of service is provided and maintained across the business and throughout the customer life cycle. The position develops and implements strategies and plans
to ensure that the Fund customers are satisfied with the quality of service provided. It is also responsible for the supervision of all customer experience units across service centres (Gaborone, Francistown and Maun).
Along with customer attraction and retention, the position also oversees the management and maintenance of membership data, ensuring data quality and integrity prevail at all times.
The position is responsible for deploying key marketing strategies to grow the business using market research to enhance analysis, identify sales leads, maximize on all sales opportunities, build relationships with both prospective and existing customers as well as leading sales and relationship management teams.
The Chief Customer Experience Officer ensures that providers are regularly informed and updated on products, service offerings and the latest technology available to them. Working closely with the Clinical Department, the position assists in resolving claims issues related to payment.
