Khwathelani Tshikovhi is currently a Santam Head Experience, responsible for establishing a holistic, exceptional and memorable market leading experience amongst all internal and external stakeholders aligned to company’s values and strategic framework, stakeholders include clients, brokers, suppliers/partners and employees. Her division consist of Experience design team and Santam Client care (complaints management team). Khwathelani has over 24 years of experience in the corporate environment, most of these years were spent in the banking and insurance (both life and no-life ) industries. Khwathelani has been with Santam for over 3 years now, her key mandate is to establish an Experience division and making sure that Santam becomes an experience centric leader in the industry.

Khwathelani has worked in companies like Investec Bank, PPS, ABSA, Nedbank, Liberty Group and now at Santam, Here career started as a lecturer at the University of Kwazulu Natal. Khwathelani also served as a board member at the City of Johannesburg Group Risk Governance and Johannesburg Market Theater.

Khwathelani Holds a BCOM degree, BCOMM honours, MBA, Diploma In CX, Advance programmes in Insurance just to mention a few. She is also a holder of Representative and Key Individual Certificates and a Fellow with the Insurance Institute of South Africa.

Khwathelani is a seasoned CX professional and helps organisation in implementing CX across their Businesses. Khwathelani is also a speaker in the CX conferences. She has recently been recognized as a Global CX Leader finalist 2023.

During her corporate career, Khwathelani was the chair of the following forums: Customer Experience forum, Complaints management forum, Policy Protection Rile 18, Treating customer fairly forum, Client communication committee and was also a member of the SAIA TCF forum for short term insurance. She is currently a Santam Women Network president.

Khwathelani is passionate about stakeholder experience and is always the voice of the voiceless in the meeting sessions and always watch out for the experiences received by the service provider on a personal level and provide feedback irrespective of the experience received, bad or good.