Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
Awards
Timeline
Generic
Kiasha Manickum

Kiasha Manickum

Customer Experience Design Lead
Johannesburg

Summary

Customer Experience Design Lead Consultant with over 10 years of experience in creating user-centric strategies that drive growth and satisfaction. Expert in research, journey mapping, service design, and leading cross-functional teams to deliver innovative and scalable solutions. Passionate about enhancing customer experiences through data-driven, human-centered design approaches.

Overview

13
13
years of professional experience
4
4
years of post-secondary education

Work History

Customer Experience Design Lead Consultant

Immersion Group
06.2022 - Current
  • Partnered with clients across diverse industries (Healthcare, Banking, Insurance, Investments) to define CX goals, diagnose challenges, and deliver actionable solutions through workshops, stakeholder engagement, and in-depth research.
  • Designed and executed strategic CX initiatives, including journey mapping, persona development, CVP creation, and service design blueprints, driving measurable improvements in customer satisfaction and business outcomes.
  • Directed cross-functional teams to deliver high-quality, user-focused CX projects on time and within budget, ensuring seamless alignment with client objectives.
  • Collaborated with stakeholders to implement CX strategies and tracked performance metrics, identifying optimisation opportunities that enhanced customer retention and loyalty.
  • Conducted comprehensive quantitative and qualitative research (usability testing, user interviews, surveys) to inform evidence-based CX strategies and drive decision-making.
  • Successfully managed multiple client engagements, strengthening relationships and delivering exceptional client satisfaction.
  • Leveraged the latest CX trends, tools, and methodologies to develop innovative, competitive solutions that positioned clients as industry leaders.

Customer Escalation Experience Manager: Customer Enablement

Telesure Investment Holdings (TIH)
10.2019 - 06.2022
  • Led a team of five Customer Experience Specialists to identify and resolve gaps in processes, people, pricing, and products across Short-term Insurance, Business Insurance, and Long-term Insurance brands, driving improved customer journeys and organisational goals.
  • Oversaw analysis of customer feedback across all touchpoints, identifying trends and partnering with business units to develop solutions that reduce low customer ratings and enhance service recovery initiatives.
  • Managed a team of two CATI consultants conducting customer satisfaction interviews with external suppliers and supporting customers with post-interaction challenges, ensuring service excellence.
  • Developed and tracked implementation of customer strategies tailored to each brand and business area, aligning with broader organisational objectives.
  • Consulted with business stakeholders to present actionable insights from customer data, driving informed decision-making and strategic alignment.
  • Directed TIH’s Customer Escalation Management program, resolving critical customer issues and enhancing overall satisfaction.
  • Designed and implemented customer journey maps across departments, identifying pain points and opportunities to improve experiences and operational efficiency.
  • Spearheaded initiatives aimed at streamlining processes, leading to increased operational efficiency and cost savings.

Research Specialist: Customer Enablement Department

Telesure Investment Holdings (TIH)
05.2016 - 09.2019
  • Provided strategic guidance to Marketing teams by aligning research initiatives (ad testing, concept testing, qualitative research, quantitative surveys) with short- and long-term strategies across TIH’s five brands, ensuring alignment with customer behavior insights and target markets.
  • Successfully led the concept creation and execution of the Dialdirect Telematics (Mobile Driving App), driving innovation and meeting business performance goals.
  • Delivered actionable insights to the Digital team to enhance customer satisfaction across websites and mobile applications, including leading the UX revamp for Telesure’s digital channels.
  • Supported operational divisions by creating detailed customer journey maps, identifying gaps and opportunities to optimise processes and enhance performance.
  • Built and maintained relationships with key external stakeholders, including research agencies (Millward Brown, KLA, Columinate, TNS) and creative agencies (FoxP2, Olivy), ensuring the delivery of high-quality outcomes.
  • Managed the execution of multiple research projects, coordinating internal and external teams, monitoring market trends, and providing up-to-date insights into customer expectations and competitor activity.
  • Compiled and presented monthly customer insight reports with actionable recommendations, addressing customer pain points and enabling the business to better meet customer needs.
  • Ensured smooth project execution by adhering to standards, setting priorities, and driving compliance with organisational procedures and policies.

Senior Research Executive (Unilever Account)

Millward Brown (Kantar)
01.2014 - 10.2015
  • Provided exceptional client relationship management by preparing independent reports (e.g., Brand Health Presentations, Research Ad Tests) and developing strategic presentations for brands across Africa.
  • Led and delivered strategic projects, integrating in-market trends to develop local and global learning documents while collaborating with senior team members on innovation initiatives.
  • Consulted with Marketing and Customer Insights teams through client meetings and presentations, offering strategic recommendations on media insights, brand strategies, and problem resolution to drive impactful outcomes.
  • Supported business growth by assisting in the development of new opportunities with existing clients and ensuring alignment with organisational goals and market dynamics.
  • Managed multiple projects end-to-end, including individual job costing, monitoring budgets to ensure profitability, and ensuring adherence to policies and procedures across all activities.
  • Provided up-to-date insights into category media activity and market trends, driving informed decision-making and showcasing leadership in project execution.
  • Supervised junior team members across the Personal and Home Care categories, delegating tasks, monitoring progress, and providing guidance on daily operations.
  • Played a key role in leadership development by training team members, conducting annual evaluations, and mentoring staff to enhance their contributions and career growth.

Research Executive (Unilever Account)

Kantar
01.2013 - 12.2013
  • Managed client relationships by leading meetings and presentations, delivering strategic insights, and providing actionable recommendations on brand positioning and media spend.
  • Oversaw end-to-end project management for multiple research initiatives, ensuring profitability, timely delivery, and adherence to quality standards across all phases.
  • Acted as category custodian for Savoury and Personal Wash, maintaining up-to-date knowledge of category media activity, analysing market trends, and driving innovative developments in collaboration with national and international stakeholders.
  • Interpreted complex data, generated graphical charts to illustrate insights, and performed coding to support data-driven decision-making.
  • Mentored and developed Junior Research Executives and Interns by reviewing and proofreading their reports, providing constructive feedback, and grooming them into high-performing team members.

Junior Research Executive (Unilever Account)

Millward Brown (Kantar)
01.2012 - 12.2012
  • Built strong client relationships through effective management and collaboration, producing high-quality reports, including Brand Health Presentations, under the supervision of a Director.
  • Managed multiple research projects from conception to completion, maintaining up-to-date knowledge of category media activity and serving as the category custodian for Savoury.
  • Collaborated with key stakeholders to ensure project alignment with objectives and successful execution.
  • Processed and analysed data by generating graphical charts to present insights and leveraging statistical tools such as RFS for detailed data analysis.

Education

Bachelor of Commerce Honours - Business Management

University of South Africa (UNISA)
Johannesburg
04.2013 - 01.2014

Bachelor of Commerce - Economics and Marketing

University of Kwa-Zulu Natal
Pietermaritzburg
01.2007 - 01.2010

High School Diploma -

Niddrie Secondary College
Melbourne, Australia
04.2005 - 01.2006

Skills

  • Customer Experience Strategy & Design

  • Design Thinking Methodology

  • Strategic Thinking

  • Market, User and Customer Research

  • Data Analysis & Insights Generation

  • Customer Journey Mapping and Optimisation

Human-Centered Design Principles

  • Cross-Functional Team Leadership & Collaboration

  • Stakeholder Engagement & Communication

Accomplishments

  • 2024: Obtained platinum badges (90%+) from the Immersion Group Training Academy for courses in Usability Testing, Stakeholder Envisioning and Heuristic & Strategic Evaluation.
  • 2023: Formed part of the core team of Immersion Group’s first rapid design project with a client in the financial services industry
  • 2021: Improved Customer Effort Score (CES) year-on-year.
  • 2020/2021: Managed TIH’s Customer Escalation Management program.

Personal Information

  • ID Number: 8709140224088
  • Age: 37
  • Passport Number: Yes
  • Health Status: Excellent
  • Criminal Record: None
  • Date of Birth: 09/14/87
  • Gender: Female
  • Nationality: South African
  • Driving License: Code 08
  • Marital Status: Married

Awards

  • TIH Got Talent Quarterly Winner (2019 and 2020)
  • Nominee of TIH Got Talent Annual Awards (2019 and 2020)
  • Nominee of TIH Unstoppable Team Awards (2021)

Timeline

Customer Experience Design Lead Consultant

Immersion Group
06.2022 - Current

Customer Escalation Experience Manager: Customer Enablement

Telesure Investment Holdings (TIH)
10.2019 - 06.2022

Research Specialist: Customer Enablement Department

Telesure Investment Holdings (TIH)
05.2016 - 09.2019

Senior Research Executive (Unilever Account)

Millward Brown (Kantar)
01.2014 - 10.2015

Bachelor of Commerce Honours - Business Management

University of South Africa (UNISA)
04.2013 - 01.2014

Research Executive (Unilever Account)

Kantar
01.2013 - 12.2013

Junior Research Executive (Unilever Account)

Millward Brown (Kantar)
01.2012 - 12.2012

Bachelor of Commerce - Economics and Marketing

University of Kwa-Zulu Natal
01.2007 - 01.2010

High School Diploma -

Niddrie Secondary College
04.2005 - 01.2006

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Kiasha ManickumCustomer Experience Design Lead