Client Experience Executive

About Reflex

Established in 2000 in South Africa, Reflex has evolved from modest origins to become a distinguished provider of Information and Communication Technology (ICT) solutions. We specialise in delivering innovative ICT solutions across various industries, earning a sterling reputation for our excellence in the retail sector and beyond. With a robust network of partnerships, we pride ourselves on our ability to swiftly address the technological needs of our clients.

Our portfolio of ICT solutions spans various industries. Reflex Carrier understands what is needed to build, manage, and operate complex backbone networks simply. Our solutions are tailored for Fibre Network Operators (FNO), Internet Service Providers (ISPs), and those looking for comprehensive Managed Connectivity solutions.

On the other hand, our Enterprise Solutions take the complexity out of technology, allowing you to focus on what you do best. We provide seamless, high-performance solutions for connectivity, communications, workplace management, cloud, and cybersecurity services.

Together, both divisions reflect our core values of expertise, clarity, and client-centricity. We take pride in being large enough to offer extensive support while remaining small enough to provide personalised service. At Reflex, our clients are at the centre of everything we do, and we’re committed to delivering reliable, jargon-free solutions that drive your success.

About the role

The Client Experience Executive is a key member of the Carrier Solutions Executive Committee (Exco) and plays a pivotal role in defining, executing, governing, and enhancing the end-to-end client experience within the Carrier Solutions Division of Reflex Solutions.

Working collaboratively with the Exco (CCO, CDO, & CTO), the Client Experience Executive ensures that every operational, service, and vendor interaction delivers measurable value and reinforces Reflex’s commitment to service excellence, transparency, and reliability.

This role oversees the Service Management Framework across the business, providing strategic direction and governance across Service Delivery Management, NOC Level 1 Support, Vendor SLA Compliance, and the governance of Major Incident, Problem, Change, and Quality Management functions.

Key duties and responsibilities:

Strategic Client Experience Leadership

Lead the development and execution of the Client Experience Strategy for the Carrier Solutions Division.

Serve as the voice of the customer at the executive level, ensuring all technical and operational functions align with client expectations.

Represent client interests at Exco, influencing decision-making on service, operations, and quality.

Drive initiatives that enhance customer trust, loyalty, and satisfaction across all service touchpoints.

Translate client and market insights into service innovation opportunities (e.g., automation, self-service, AI-driven NOC analytics).

Represent Reflex in industry forums or client councils to benchmark experience maturity against peers.

Service Management Governance

Provide strategic oversight and leadership to the Service Delivery Managers (SDMs) supporting Carrier Solutions customers.

Standardise service delivery practices, ensuring consistent SLA adherence and service excellence across accounts.

Review client performance reports, identify trends, and drive corrective and preventive actions.

Facilitate strategic service reviews and continuous improvement forums with key clients.

NOC Level 1 Oversight

Oversee NOC Level 1 governance to ensure operational discipline, efficiency, and responsiveness to customer-impacting events.

Collaborate with the NOC leadership team to ensure proactive monitoring, structured escalation, and consistent communication during incidents.

Ensure alignment between customer expectations, NOC practices, and service delivery assurance commitments.

Vendor and Partner Performance Governance

Oversee vendor SLA compliance and ensure external partners deliver to Reflex’s service and performance standards.

Chair or participate in Vendor Performance Reviews and hold suppliers accountable for agreed KPIs.

Partner with commercial and procurement teams to drive continuous improvement and value from third-party engagements.

Cross-Functional Service Governance (Major Incident, Problem, Change & Quality)

Work collaboratively with Major Incident, Problem, Change, and Quality Managers to ensure timely service assurance, governance, and process integration.

Monitor functional performance, ensuring outcomes are customer-centric, measurable, and continuously improving.

Ensure post-incident and problem reviews translate into systemic improvements and enhanced resilience.

Oversee quality frameworks to maintain ITIL and ISO27001 alignment.

Reporting, Analytics, and Insights

Consolidate service performance data across NOC, SDMs, Vendors, and Process Managers into a unified Client Experience Dashboard.

Present executive-level reports and insights to the Managing Director and Exco on service performance, client satisfaction, and improvement initiatives.

Use analytics to identify service trends, forecast customer risks, and guide strategic decision-making.

Champion digital CX enablement through automation, chatbots, AI/ML-based incident prediction, and digital service portals.

Partner with the CDO to ensure service management tools and reporting systems evolve toward predictive and proactive service intelligence.

Drive adoption of data-driven, self-healing network and service experience models

People & Culture Enablement

Consolidate service performance data across NOC, SDMs, Vendors, and Process Managers into a unified Client Experience Dashboard.

Foster a high-performance, and client-obsessed culture across the team.

Coach SDMs and functional managers to adopt a “trusted advisor” stance with customers.

Embed recognition programs and service-excellence KPIs within performance management frameworks.

Education, Experience and Skills:

Bachelor’s degree in information technology, Business Management, or related field.

Minimum 10 years’ experience in Service Management, Client Experience, or Operations leadership within Telecommunications or Managed Services.

Proven ability to operate at executive level, influencing across technical and operational domains.

Strong understanding of ITIL frameworks, vendor governance, and customer service excellence principles.

Demonstrated success in leading Service Delivery Managers and governance functions across large enterprise environments.

Exceptional communication, presentation, and stakeholder management skills.

ITIL3 Expert Level and V4 certifications essential; ISO27001 awareness and Quality Management training advantageous.

Experience with Service Management tools (e.g., Halo, IRIS) and reporting/BI platforms (e.g., Power BI).

Core Competencies

Executive-level influence and leadership

Deep customer-centric mindset

Strong governance and accountability orientation

Strategic and analytical thinking

Skilled in cross-functional collaboration and stakeholder alignment

Calm and decisive during high-impact service events

Committed to continuous improvement and operational transparency

Key Deliverables and Success Outcomes

Unified service management and customer experience governance across all operational domains

Improved SLA attainment and service consistency across all customer accounts

Strengthened vendor performance and accountability

Consolidated, insight-driven customer experience reporting for Exco and clients

Measurable uplift in customer satisfaction, loyalty, and trust in Reflex’s service delivery