Customer Experience Ambassador

Shape Exceptional Visitor Experiences at Africa’s Leading Mixed-Use Destination

The V&A Waterfront is one of Africa’s most iconic mixed-use destinations, welcoming millions of local and international visitors every year. We are looking for passionate, customer-centric and experienced Customer Experience Ambassadors to join our Visitor Experience team.

This is more than a customer service role.

As a Customer Experience Ambassador, you will be a custodian of exceptional visitor experiences, championing customer-centric thinking while shaping memorable journeys across our physical and digital customer touchpoints. You will serve as the voice of the customer, proactively identifying opportunities to improve experiences, strengthen operational excellence and contribute to commercial success.

If you are passionate about creating meaningful experiences, influencing positive change and making a measurable impact, we invite you to become part of our world-class Customer Experience team.

Purpose of the Role

The Customer Experience Ambassador is responsible for delivering exceptional visitor experiences across the V&A Waterfront by providing concierge-style support through the Information Kiosks, Switchboard and other customer engagement platforms.

Beyond resolving customer enquiries, the role contributes to the continuous improvement of the visitor journey by gathering customer insights, identifying operational opportunities, supporting customer research, influencing service improvements and collaborating with internal stakeholders to enhance the overall visitor experience.

Customer Experience Ambassadors are custodians of the Visitor Experience Framework and play a key role in ensuring that every visitor interaction reflects the V&A Waterfront’s commitment to service excellence.

Key Responsibilities

Visitor Experience Excellence

• Deliver exceptional visitor experiences across all customer touchpoints.
• Provide concierge-style assistance to local and international visitors.
• Manage Information Kiosk and Switchboard enquiries professionally and efficiently.
• Administer Gift Cards, Loyalty Programme enquiries and visitor services.
• Resolve customer complaints and ensure communication loops are closed.

Customer Journey Ownership

• Own assigned customer experience portfolios and visitor journeys.
• Identify customer pain points and opportunities for improvement.
• Recommend practical journey improvements.
• Monitor customer experience standards.
• Support implementation of the Visitor Experience Framework.

Customer Listening & Insights

• Gather customer feedback through observation, engagement and research.
• Analyze visitor trends and operational insights.
• Translate customer feedback into meaningful business recommendations.
• Represent the Voice of the Customer across cross-functional initiatives.

Customer Experience Improvement

• Identify innovative opportunities to improve visitor experiences.
• Support customer research, surveys and service improvement initiatives.
• Recommend practical solutions that enhance operational excellence.
• Participate in customer experience projects and continuous improvement programmes.

Stakeholder Collaboration

• Collaborate with Marketing, Retail, Operations and external stakeholders.
• Support precinct campaigns, activations and customer engagement initiatives.
• Build positive relationships with tenants, visitors and internal teams.

Digital Customer Experience

• Support digital customer engagement platforms.
• Monitor customer information across digital and physical channels.
• Ensure visitor information remains accurate and current.
• Promote self-service customer solutions where appropriate.

Reporting & Operational Support

• Capture and analyze customer insights.
• Prepare reports and operational updates.
• Monitor assigned customer experience portfolios.
• Support data-driven decision-making through customer intelligence.

Minimum Requirements

Qualifications

• Diploma or Degree in Customer Experience, Tourism Management, Hospitality Management, Marketing, Retail Management, or a related field.

Experience

• Minimum 3 years’ experience in Customer Experience, Customer Service, Tourism, Hospitality, Retail or another customer-facing environment.
• Experience working in a fast-paced, service-driven environment.
• Experience engaging with diverse customer groups.
• Experience handling customer enquiries and complaint resolution.

Knowledge

• Customer Experience principles
• Customer Service
• Tourism and Visitor Services
• Customer Journey Mapping
• Service Design
• Customer Insights
• Retail Operations
• Customer Engagement
• Digital Customer Experience
• Microsoft Office Suite

Skills & Competencies

We’re looking for individuals who demonstrate:

• Exceptional communication skills
• Emotional intelligence
• Relationship-building ability
• Critical thinking
• Problem-solving
• Attention to detail
• Stakeholder management
• Digital literacy
• Adaptability
• Planning and organizational skills
• Presentation and facilitation skills
• Customer insights interpretation
• Decision-making ability
• Continuous improvement mindset

Behavioural Attributes

Successful candidates will demonstrate the ability to:

• Build meaningful relationships and establish rapport.
• Put customers at the center of every interaction.
• Take initiative and ownership.
• Work collaboratively across teams.
• Remain composed under pressure.
• Analyze information and recommend improvements.
• Adapt quickly to change.
• Think creatively and generate innovative ideas.
• Demonstrate professionalism, accountability and integrity.
• Promote a culture of continuous improvement.

Please note that this appointment will be made in line with our Employment Equity (EE) requirements.