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Discovery

Marnitz van Heerden is a seasoned customer experience executive and ROCXI (Return on Customer Experience Investment) advocate, dedicated to helping organisations maximise the return on their customer experience investments. He is known for designing and leading transformative, customer-led strategies that enhance brand relevance, strengthen loyalty, and deliver measurable business impact.

 

Over a career spanning more than 20 years, Marnitz has worked across financial services, banking, insurance, and consulting, leading customer experience transformation for leading organisations including Accenture, Standard Bank, Absa, Barclays, FNB, and Luno, a global cryptocurrency exchange. He currently serves as Head of Customer Experience at Discovery Health.

 

A Certified Customer Experience Professional (CCXP) since 2017, Marnitz has contributed extensively to the global CX profession through his involvement in multiple Customer Experience Professionals Association (CXPA) committees. He was recently elected Chair of the CCXP Examination Development Committee.

 

He is also a part-time lecturer at GIBS business school, where he teaches Customer Centric Strategy to MBA students, and a founding director of Customer Experience South Africa (CXSA), reflecting his commitment to developing both the discipline and the next generation of CX leaders.