Rorisang Ntshabele

Dynamic Customer Experience, Technology, Digital and Operations Executive with over 10+ years experience leading CX strategy, omnichannel operations for merchant/enterprise and consumer environments across Fintech, Financial Services, Technology, Telecommunications and FMCG industries. I am an influential leader thats eager to bring visionary leadership and strategic planning with the aim to drive sustainable growth and innovation. Proven record of improving NPS by double digits, reducing churn, increasing active base of customers and their associated Gross Monetary Value, managing multi-million-rand budgets.

Expert in customer journey mapping, Medallia ecosystems and cross functional transformation.

Executive Head: Customer Operations at Vodacom Financial Services (2024-01 – 2026-02)

Effectively managing 4 divisions containing 21 internal employees and 250+ external employees across Digital (Chatbot, RPA, AI), Customer Experience/Continuous Improvement, Partner/Operations Management and Partner Support across strategic, tactical and daily operational plans for delivery of the Service Transformation Strategy.

• Utilized leadership skills for cross-functional delivery with Financial Services, IT, Product, Technology, Digital, Marketing, etc by ensuring alignment to the Commercial Operations Strategy
• Led negotiations on high-level partnerships and contracts, drafting, RFP/RFI/RFQ, supplier selection, onboarding and overall contracts management.
• Lead the business's financial performance, including P&L ownership and sales/revenue growth by also driving customer acquisition, retention and long-term revenue growth.
• Successfully developed and executed the divisions short to medium-term strategic vision as well as Lead the achievement of specific key performance indicators and measures against outcomes detailed in the departmental strategic plans
• Effectively driving cross-functional delivery by owning and driving the CX product roadmap, ensuring customer needs remain at the centre of product development.
• Built and developed a high-performing leadership team while creating an accountable, execution-focused culture through coaching and mentorship
• Managing a CAPEX Budget and financials with IT of R5M+ and an OPEX Budget across 2 Business Partners of R40M+ containing 10+ lines of business/campaigns and achieved a R6M OPEX savings for FY26
• Enhanced the customer experience and journey framework by continuously scanning the external environment for best practices and selectively adopting appropriate new best practices.

Portfolio Manager at Vodacom Financial Services (2022-06 – 2026-02)

Managing a complex portfolio ie CX/CI, Knowledge management, Quality Assurance and MIS.

• Managed a CMS tool for ongoing consultant-facing updates for processes and content to ensure best-in-class uniform customer support and frontline empowerment
• Responsible for communications to 250+ consultants and maintenance of overall engagement for new processes, updated customer journeys, new launched products, etc.
• Streamlining E2E Customer Experience efforts through frameworks ie Design Thinking, Insights, etc. where over 40+ PI and none-PI initiatives are identified for overall business processes and customer journeys to ensure NPS Uplift, Revenue Protection and Proactive Engagement
• Responsible for product and journey testing to ensure ongoing improvement initiatives for constant innovation
• Implemented the Quality Framework across the Operations teams space aimed at enhancing products, concepts, services, programs, procedures, models, systems, policies, processes, etc. for compliance and CX obsession.
• Streamlining reporting and analysis ie Qliksense to ensure data-led decision making is in place
• Effectively handled customer complaints by leading and directing complaints management as well as strategic oversight to 3rd line escalations
• Driving effective operational reporting by enabling source-level data and dashboard creation for KPI level tracking with timeous and periodic reporting submitted to influence management decisions
• Inspire continuous improvement by increasing innovation, optimization and improvement as well as digitizing journeys and simplifying processes
• Ensuring the management of the implementation of a digital strategy where 90% of customer engagements are managed through chat and successfully maintained a 87% First Contact Resolution in FY26
• Managing 2 Business/Outsources Partners with 250+ seats supporting 10+ sub lines of business as well as monitoring compliance of contract conditions through performance standards and targets
• Developed the digital commerce strategy with implementation as a platform owner by successfully managing the IVR, Chatbot and Live Chat in a 24/7 environment with over 10M+ total annual customer engagements and achieved a 98% digital containment rate for FY26
• Ensured effective HR Operations management ie the sourcing, development and retention of a high-performance team for effective delivery against divisional and company objectives.
• Responsible for setting clear performance metrics, track performance, and implement corrective measures to ensure targets are met or exceeded

Business Manager at Vodacom Business (2022-02 – 2022-05)

• Conducting strategic planning and implementation of NPS Program initiatives and managing strategic projects for E2E Execution of customer improvements
• Providing strategic reporting shared across business, with Chiefs, CEO and Vodacom Board KPI Management by conducting deep-dives for current performance and working with business for KPI Performance Improvement Plans
• Managing departmental sessions i.e. hosting Townhalls containing 180+ employees, Regional performance sessions with Regional Leads and MEs, etc.

Program Manager at Vodacom Business (2021-03 – 2022-05)

• Managing the planning and E2E Execution of activity against the Brand NPS Plan with 12 EPICs/Workstreams
• Delivering on Revenue retention of the SME base Successfully established a Proactive Centre in a traditionally inbound centre to ensure resolution, improve CX and prevent repeats through customer obsession
• Leading a cross-functional project within through collaboration and execution

MIS Specialist/Analyst at Vodacom Business (2019-04 – 2021-02)

• Driving and embedding analytics and reporting by completing ongoing deep-dives to provide business support for strategic and operational decisions for all levels of reporting ie Executives and Operational teams
• Enhancing reporting through data transformation and driving KPI ways of work where legacy static reports have been migrated to dynamic Qliksense dashboards. One of these dashboards have been extended to 24+ business areas.

Lead Analyst: Strategic Program at Vodacom (2018-08 – 2019-03)

• Lead the measurement of the Business Units Level 1 target and fulfilment of the strategic Program aimed at realizing pivotal/strategic Business Unit KPIs where a 24% volume reduction percentage was achieved against a 20% target ie R57M savings.
• Lead the execution of customer innovation to ensure delivery across cross-functional teams against targets
• Collaborated with several Product Owners across Business and Continuous Improvement, Technology, AI i.e. AI Chatbot, Predictive Analytics, IVR, Tools, etc. to assist with tracking of initiatives, providing quantitative insights and guidance/support to identify route-cause analysis i.e. baseline and post-implementation benefits realization.

Senior Administrator: Change Management at Vodacom (2018-02 – 2018-07)

• Successfully drove and introduced Change Management initiatives across business to ensure the success and continuity of the Customer Experience Transformation team
• Managing the implementation of Service Model 2.0 through ownership of Change Management Plan for successful transformation strategy rollout

Consumer Insights at Nestle (2017-10 – 2017-12)

• Responsible for brand analysis for all Nestle divisions being Beverages, Nutrition, Dairy, Chocolate and Food for brands for product development
• Manage customer insights and research for informed decision making on go-to-market strategies
• Working with brand executives to define product development and rollout strategy

Senior Sales Consultant at Core Group: Apple (2014-12 – 2015-11)

Frontline in-store daily direct customer interaction, closing sales i.e. E2E Fulfilment, Customer Relationship Management, Inventory Management, Device Contract Applications Handling, Customer Service, Apple Product Professional.

BCom (Honours) in Business Sciences in Business Sciences – University of the Witwatersrand (2018 – 2019)

BCom in Marketing Management – University of Johannesburg (2014 – 2017)