Objective

Lead the customer experience strategy across the organization to ensure a seamless, consistent, and value-driven customer journey that enhances satisfaction, loyalty, and business performance.

Key Responsibilities

Define and lead the end-to-end customer experience strategy across all customer touchpoints and channels.

Drive customer centricity across the organization in alignment with corporate strategy and business objectives.

Oversee customer journey mapping, experience design, and continuous improvement initiatives.

Establish and monitor CX KPIs (NPS, CSAT, CES) and ensure insights are translated into actionable improvements.

Lead customer insights, research, and data analysis to identify experience gaps and opportunities.

Collaborate with senior leadership and cross-functional teams to ensure alignment of customer experience initiatives.

Design and govern CX operating model, frameworks, and standards across the organization.

Lead transformation initiatives aimed at improving customer satisfaction, retention, and lifetime value.

Ensure integration between CX, digital transformation, operations, and service delivery functions.

Drive a culture of customer centricity across all levels of the organization.

Qualifications

Bachelor’s degree in Business Administration, Marketing, Management, or related field with a minimum of 10+ years of experience in customer experience, strategy, or customer-centric transformation roles, including leadership experience at senior or executive level.