Customer 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 צריך. 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.

We’re appointing a Customer Experience Executive (CXE) to join our Carrier Solutions Exco, reporting directly to the Managing Director and shaping how South Africa’s most demanding connectivity customers experience Reflex end to end.

This role owns the full-service ecosystem:
Service Delivery, NOC, Vendor Performance, Major Incident, Change, Problem & Quality Management, underpinned by strong governance and continuous improvement. You will be the voice of the customer at Exco, influencing decisions across technology, operations, data, and commercial strategy, alongside the CCO, CDO, and CTO.

• Lead the development and execution of the Customer Experiencerequested 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 customer expectations.
• Represent customer interestsвам at Exco, influencing decision‑making on service, operations, and quality.
• Drive initiatives that enhance customer trust, loyalty, and satisfaction across all service touch points.
• Translate customer and market insights into service innovation opportunities (e.g., automation, self‑service, AI‑driven NOC analytics).
• Represent Reflex in industry forums or customer councils to benchmark experience maturity against peers.

• 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 customer performance reports, identify trends, and drive corrective and preventive actions.
• Facilitate strategic service reviews and continuous improvement forums with key customers.

• 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.

• 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.

• Work collaboratively with Major…