Masood Bhamjee Manager: Customer Experience, Research & Complaints | Old Mutual Insure | Old Mutual Insure Ltd. Masood, a Certified Customer Experience Professional & CX Specialist, has been with Old Mutual Insure (Previously Mutual & Federal Ins) since November 2008 serving across a multitude of disciplines and at the fore of Old Mutual Insure’s Customer Experience Journey. Only a few years later, in 2012, he took on the challenge to start up a focused complaints area. He has since spear-headed the growth and evolution at Old Mutual Insure from a single complaints function, to a fully-fledged CX division. As the owner of the VOC/VOI program, coupled with the Research and Root Cause Analysis departments, he thrives on continuous improvement and innovation. This has led the company to achieving remarkable results in the past years, including a huge improvement on the South African Consumer Service Index and earning the insurer the accolade of the best complaints handling in the industry in 2015. He has also been pivotal to driving the cultural changes experienced in the company. By using customer journeys, lean thinking and in-depth knowledge of business, its processes and strategic outcomes he is the perfect individual to drive CX across any organisation or industry. His passion for CX and ongoing drive to continuously build and improve ensures that he guides and teaches as much as he learns. All this wrapped-up in a free-spirited creative person makes Masood a true CX guru.
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