Job Description
About the Role
We are seeking a dynamic and execution-focused individual to lead the successful rollout and adoption of customer experience initiatives across our Merchant Division in Johannesburg. As a Customer Experience Change Manager, you will be responsible for driving structured change management, communication, training, and stakeholder alignment to ensure consistent delivery and continuous improvement of merchant experience outcomes.
Key Responsibilities
- Change Management & Adoption:
- Develop and execute structured changemanagement plans for CX initiatives
- Identify risks, dependencies, and resistance points early
- Drive adoption using proven methodologies (e.g. ADKAR, Kotter)
- Ensure smooth rollouts with minimal disruption to operations
- Communication & Engagement:
- Design and implement targeted communication strategies to support CX initiatives
- Manage multichannel communication plans
- Align CX messaging with Product, Marketing, and Operations teams
- Measure engagement effectiveness and refine communication approaches
- Training & Capability Enablement:
- Develop training materials including playbooks, guides, and workshops
- Tailor training programmes to different user groups
- Facilitate and deliver training sessions
- Continuously enhance training content based on feedback and adoption outcomes
- Adoption Metrics & Insights:
- Define and track CX adoption KPIs
- Build dashboards to monitor usage and behavioural change
- Analyse data trends and identify adoption gaps
- Recommend targeted interventions to improve uptake and consistency
- GoToMarket Readiness:
- Coordinate crossfunctional CX launch activities
- Ensure readiness across teams prior to golive
- Develop launch and rollout playbooks
- Monitor postlaunch performance and resolve adoption issues
- Stakeholder Alignment & Collaboration:
- Engage stakeholders across Product, Operations, Sales, and Support functions
- Facilitate alignment sessions and readiness workshops
- Ensure clarity of roles, accountability, and timelines
- Maintain strong collaboration throughout delivery and rollout
- Continuous Improvement & Feedback:
- Design and manage feedback mechanisms across merchant and internal users
- Analyse feedback trends and adoption insights
- Identify ongoing CX improvement opportunities
- Feed lessons learned into future CX initiatives and roadmap planning
Requirements
- Strong changemanagement execution capability
- Stakeholder engagement and influence
- Analytical thinking with datadriven decisionmaking
- Clear communication and facilitation skills
- Adaptability and resilience in evolving environments
- Resultsoriented mindset with strong execution discipline
Qualifications
- Minimum 5 years experience in change management or customer experience roles
- Proven experience driving largescale adoption initiatives
- Preferred Experience within fintech, payments, or customercentric environments
- Degree in Business, Human Resources, Communications, or a related field
- Prosci or ACMP certification preferred
- PMP or PRINCE2 certification advantageous
Salary & Benefits
Salary information not available.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About IT / Computing / Software Jobs in Gauteng
In Gauteng, the IT and computing industry is a significant contributor to the province’s economy, with a steady demand for skilled professionals. Typically, this field is characterized by rapid technological advancements, innovative projects, and a high level of job satisfaction among employees. Generally, career prospects in this sector are strong, with a range of opportunities available across various industries.
Salaries for IT and computing professionals in Gauteng can vary widely depending on factors such as experience, company size, and industry sector. While it is common to see salaries ranging from R400 000 to R1,200 000 per annum, these figures are only a general guideline and actual salaries may differ significantly. For instance, senior executives or technical leads with extensive experience may command higher salaries, while entry-level positions may start at lower levels.
Common skills required for IT and computing roles in Gauteng include proficiency in programming languages such as Java, Python, or C++, knowledge of cloud platforms like AWS or Azure, and experience with agile development methodologies. Additionally, understanding of data analysis and interpretation, cybersecurity principles, and IT project management are often essential. Familiarity with popular software applications, such as Microsoft Office 365 or Google Workspace, is also beneficial.
The financial services sector, technology industry, manufacturing sector, and government departments are among the common industries that employ IT and computing professionals in Gauteng. These sectors require a range of skills and expertise, from data analysis to network administration, making them attractive options for career development.
For those seeking a career in IT and computing, there are numerous opportunities for professional growth and development. Typically, career progression involves moving into senior roles or specialized positions, such as technical lead, solutions architect, or data scientist. Opportunities for further education and training, such as certifications or postgraduate studies, can also enhance job prospects. Generally, a strong understanding of industry trends, networking, and continuous learning are essential for success in this field.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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