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A passion for people is what saw MultiChoice Botswana MD, Stephanie Pillay, trade her analytical role for a more customer-oriented one, as she forged a path into the world of customers. It’s this same passion, combined with her solid experience in crafting meaningful customer journeys, that Stephanie brings to her position as the guiding light at MultiChoice Botswana.
A Bachelor of Commerce Honours graduate with a flair for mathematics and statistics, she was placed as the top 15% of graduates at the University of Pretoria in South Africa. Starting her career in the finance sector at TransUnion SA and later at the Absa Group. There her roles evolved from Analytical Consultant to Optimisation specialists and Digital manager in the Credit card division to managing portfolio’s within the Banks Retail business bank with end to end accountability.
But it was her position as Head of Customer Experience in the Retail business bank division that began to shape her inherent people skills. “I love working with people, and this is where my passion really evolved,” she explains. Pairing her highly analytical background and attention to detail as she builds meaningful moments that build customer loyalty and business profitability.
Stephanie Pillay was responsible for developing the customer experience strategy across the everyday banking cluster of products; monitoring and enhancing performance that drove improvements in business performance and customer experience; and strengthening stakeholder perceptions and experience.
One of the most important initiatives she oversaw was the design and implementation of a service blueprint for the Absa Group’s customer experience teams, the implementation of the first Retention team within the banks Transactional business and business turnaround as she is known for driving growth and profitability. She is known for mobilising and motivating teams to achieve success by building a shared vision.
These strong, customer-focused responsibilities primed Ms Pillay for her new path, and after 16 years in the high-performance South African finance sector, she took up the position of Regional Head CX and Care: Southern Markets at MultiChoice Africa.
For the next year Ms Pillay focused on developing the customer experience strategy across the continent with specific emphasis on operationalising the southern markets. She initiated and implemented the customer lifecycle concept and a roadmap to enable the business to deliver best-in-class customer experiences, while managing and supporting the markets to achieve these ambitions. She also crafted and led all customer experience improvement initiatives within the region.
It was only natural that Ms Pillay’s now finely tuned skills needed a bigger stage. That came in the form of her appointment as MD of MultiChoice Botswana in 2022.
Ms Pillay brought her passion for people and creating powerful customer experiences to the table, and focused her attention on prioritising both the broadcaster’s customers and the people who serve them.
“I believe in creating a safe space to help staff grow and develop, so that one day they can hold leadership positions. My role is to motivate our people, guide them and inspire them. Part of that is putting on the right pressure at the right time, to get things done, but one can’t take that approach all the time. I prefer to lead with positive influence and to model behaviours. I behave how I expect my teams to behave, and lead by example,” says Ms Pillay.
Ms Pillay has set her sights on transforming MultiChoice Botswana into a powerhouse, leading the way in world-renowned video entertainment and world-class customer experiences.
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