Professional Summary
Professional Overview
Susan Keebine is a seasoned Customer Experience (CX) leader with a proven track record of driving impactful CX initiatives and transforming customer-facing operations. As the Head of Customer Experience at Tracker Connect (Pty) Ltd, she is responsible for overseeing the company's end-to-end customer experience strategy, leading cross-functional teams, and implementing innovative CX solutions to enhance customer satisfaction and loyalty.
Experience Summary
Current Role
As the Head of Customer Experience at Tracker Connect (Pty) Ltd, Susan is accountable for defining and executing the company's CX vision, aligning customer-centric initiatives with broader business objectives. She leads a team of CX professionals in designing and implementing omnichannel customer journeys, streamlining customer operations, and driving continuous improvements to the overall customer experience.
Career Progression
Prior to her current role, Susan served as the CX Lead at Interact RDT, where she spearheaded the development and implementation of customer-focused strategies, driving measurable improvements in customer satisfaction and operational efficiency. Before that, she held the position of Head of Customer Experience and Operations at Mama Money, where she was instrumental in transforming the company's customer-facing functions and enhancing the overall customer experience.
Academic Background
Susan holds a Bachelor's degree in Business Administration from the University of Johannesburg, with a specialization in Marketing and Customer Relationship Management.
Areas of Expertise
- Customer Experience Strategy and Design
- Omnichannel Customer Journey Mapping
- Customer Operations and Process Optimization
- Data-driven Decision Making and Insights Generation
- Stakeholder Engagement and Cross-functional Collaboration
- CX Transformation and Change Management
Professional Impact
Throughout her career, Susan has demonstrated a deep understanding of the CX landscape and a passion for delivering exceptional customer experiences. She has led numerous successful CX initiatives, including the implementation of a robust customer feedback system, the development of proactive customer outreach programs, and the optimization of customer service operations, resulting in significant improvements in customer satisfaction, retention, and advocacy.
Conclusion
With her extensive experience in the customer experience domain, Susan Keebine is a strategic and innovative CX leader who is dedicated to driving meaningful change and consistently delivering value for her organization and its customers. Her expertise and proven track record make her a valuable asset in the CX industry.
