Masood Bhamjee

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Certified Customer Experience Professional & Manager of Research & CX, Old Mutual Insure

Masood Bhamjee is a home grown South African CX Guru, a highly influential Certified Customer Experience Professional (CCXP) and one of the first to be certified in Africa. A devoted husband and father with a history of sports accolades and a very deeply engrained love for Rugby and adrenalin rocketing activities.
Masood has spent the last 12 years of his career in the financial services industry starting off in various legal roles before shifting into customer focused roles. As the senior CX and Research manager he has secured accolades for Old Mutual Insure such as “Best Complaints Handling” in the industry (SACSI)  & a “Game Changer” finalist in the CX Awards 2017. Masood has actively been involved in guiding CX strategies and creating  customer centric cultures, enabling the strongest of VOC & Metrics programs enable their successes, Masood has spear headed Old Mutual Insure’s turn around into a Customer Led organization, with a highly energetic approach to organizational change and continuous improvement.
As one of the most influential leaders within OM Insure Masood has spent a great deal of time entrenching a robust metrics program aligned across the organization to flesh out the customers journey by driving process and structure alignment underpinned by change management. He has recently secured OM Insure as the CX center of excellence for the Old Mutual Emerging Markets short term insurance component of the group. An absolutely delightful  presenter with a zest for knowledge sharing and a distinctive energy to bring the point across in a way that’s easy to understand.