Key Expectations of the Role - A strategic CX transformation leader who combines consultant-style problem solving, customer journey expertise, data-driven decision making, and strong execution capabilities to deliver measurable improvements in customer experience, engagement, and NPS outcomes.
 

1. Lead CX Transformation Strategically
   • Formulate CX frameworks, structure complex business problems, identify root causes, and translate insights into actionable recommendations that drive customer and business outcomes.
2. Drive End-to-End Customer Journey Transformation
   • Lead the design and delivery of customer journey, servicing communication, digital experience, and engagement initiatives from strategy and roadmap development through execution, launch, and measurable business outcomes.
3. Champion Data-Driven Decision Making
   • Leverage customer insights, rNPS/tNPS drivers, customer feedback, and operational data to identify opportunities, prioritize actions, and measure impact.
4. Strengthen CX Capabilities & Governance
   • Continuously uplift CX maturity, journey management practices, governance disciplines, and customer-centric ways of working across the organization.
5. Influence Stakeholders & Mobilize Change
   • Build strong partnerships across business and functional teams, proactively drive alignment, influence decisions, and overcome obstacles to accelerate delivery.
6. Bring Innovation & External Best Practices
   • Challenge the status quo, introduce fresh thinking and industry best practices, and identify new opportunities to elevate customer experience and business performance.