Shouneez Baghas

Head of Customer Experience
Johannesburg, Gauteng, South Africa

Professional Overview

Shouneez Baghas is an accomplished customer experience leader with a proven track record of driving transformative changes and delivering measurable business impact. As the Head of Customer Experience at Rand Merchant Bank, she is responsible for shaping and executing the bank's customer-centric strategy, overseeing the design and optimization of end-to-end customer journeys, and embedding a culture of service excellence across the organization.

Experience Summary

Current Role

As the Head of Customer Experience at Rand Merchant Bank, Shouneez is responsible for leading the bank's customer experience initiatives, including developing and implementing customer experience strategies, designing and optimizing customer journeys, and driving continuous improvements to enhance customer satisfaction and loyalty. She oversees a team of experienced customer experience professionals and works closely with cross-functional stakeholders to ensure a seamless and personalized customer experience.

Career Progression

Shouneez has over 20 years of experience in the customer experience domain, having held various leadership roles in the banking, retail, and entertainment industries. Prior to her current position, she served as the Client Experience Design Lead at Rand Merchant Bank, the Head of Customer Experience at SA Digital Villages, and the Head of Customer Experience at Ster-Kinekor Theatres. Her diverse background has equipped her with a deep understanding of customer behavior, digital transformation, and innovation, which she leverages to drive customer-centric change and business growth.

Academic Background

Shouneez holds a Bachelor's degree in Communications and Media Studies from the University of South Africa, where she graduated with distinction.

Areas of Expertise

• Customer experience strategy and implementation

• Customer journey mapping and optimization

• Digital transformation and innovation

• Omnichannel customer experience design

• Voice of the customer analysis and insights generation

• Cross-functional collaboration and change management

Professional Impact

Throughout her career, Shouneez has been recognized for her ability to drive customer experience excellence. At Ster-Kinekor Theatres, she led the implementation of a comprehensive customer experience program that resulted in a significant increase in customer satisfaction and loyalty, contributing to the company's improved financial performance. At SA Digital Villages, she spearheaded the development of a new customer-centric operating model, which drove a 25% increase in customer retention and a 15% improvement in Net Promoter Score.

Conclusion

Shouneez Baghas is a strategic customer experience leader with a proven track record of delivering transformative results. Her extensive industry experience, coupled with her deep understanding of customer behavior and digital innovation, positions her as a valuable asset in driving customer-centric change and enhancing business performance. As the Head of Customer Experience at Rand Merchant Bank, Shouneez is well-equipped to lead the organization's efforts in delivering exceptional customer experiences that drive long-term success.