Purpose of this role: To convert CX insights into clear priorities, initiatives, and measurable business actions, acting as the primary driver of CX impact.
Main Responsibilities
- Lead and govern the execution of Customer Experience (CX) strategy in alignment with Group CX & Advisory Excellence standards.
- Own and drive improvement of priority customer journeys, translating customer insights into actionable initiatives.
- Govern Voice of Customer (TNPS / RNPS) programs, ensuring insight quality and effective insight-to-action conversion.
- Orchestrate cross-functional collaboration to embed CX priorities into business planning and execution.
- Track, monitor, and report CX performance, providing clear recommendations to senior stakeholders.
Key Result Areas
- Improved TNPS / RNPS performance across priority customer journeys.
- Customer insights consistently converted into prioritized and implemented improvement actions.
- Clear and effective CX governance embedded across functions.
- Strong cross-functional ownership and alignment on customer experience outcomes.
- Increased leadership confidence in CX insights, decisions, and delivered impact.
Qualification and Experience Requirement
- Bachelor's Degree or higher in Marketing, Communication, Business Administration, or related fields.
- 5+ years of experience in Customer Experience, Strategy, Transformation or Marketing
- Proven track record leading cross-functional initiatives in complex organizations
- Experience working with customer metrics (NPS, VoC, journey analytics) and translating insights into action
- Experience in financial services, insurance, banking, or regulated industries is a strong advantage
- Strong strategic thinking with hands-on execution discipline
- Ability to influence senior stakeholders and navigate organizational complexity
- High analytical rigor paired with customer empathy
- Comfortable balancing governance, structure, and agility
- Excellent communication skills, able to simplify complexity and drive alignment
