Job Responsibilities
CX Strategy & Execution
- Design and implement a comprehensive customer experience strategy aligned with ILAs mission and growth objectives.
- Establish clear CX standards and ensure consistency across all centres and channels.
- Develop and refine customer journey maps to identify gaps and opportunities for improvement.
Voice of Customer & Insights
- Build and manage customer feedback systems (e.g. NPS, CSAT) to continuously capture actionable insights.
- Analyze customer data to guide strategic decisions and drive service innovations.
- Present regular reports and insights to senior leadership to inform business strategy.
Operational Excellence & Service Quality
- Lead cross-functional efforts to improve service delivery across centres, online platforms, and support channels.
- Monitor customer service metrics and drive continuous improvement initiatives.
- Coordinate with the Training team to design and develop training courses and content on service procedures and expected behaviors, ensuring a consistent level of service is delivered across the company.
- Implement tools and technologies to enhance customer experience and responsiveness.
Brand & Reputation Management
- Partner with Marketing to ensure customer touchpoints reflect ILAs brand values and voice.
- Handle escalated cases or crises involving customer dissatisfaction with sensitivity and professionalism.
- Act as the internal advocate for customers, influencing policies and processes to enhance their experience.
Requirements:
- Minimum 8 years of experience in customer experience, service excellence, or related fields, with at least 5 years in a senior leadership role
- Proven track record of driving customer-centric transformation and managing cross-functional initiatives
- Experience in the education sector or service-driven industries is preferred
- Strategic thinking with strong analytical and problem-solving skills
- Excellent communication, interpersonal, and leadership abilities
- High emotional intelligence and customer empathy
- Proficiency in CX tools, CRM systems, and analytics platforms
- Change management and stakeholder engagement expertise
