Main Responsibilities
Những nhiệm vụ chính trong công việc
Key Result Areas
Các yếu tố đánh giá kết quả c/việc
· 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.
· 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
Yêu cầu công việc
Education
Trình độ học vấn
· Bachelor's Degree or higher in Marketing, Communication, Business Administration, or related fields.
Experience
Kinh nghiệm
· 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
Skills
Các kỹ năng
· 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