Customer Experience Associate Manager

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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
• 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.
• Own and drive improvement of priority customer journeys, translating customer insights into actionable initiatives.
• Lead and govern the execution of Customer Experience (CX) strategy in alignment with Group CX & Advisory Excellence standards.
• Govern Voice of Customer (TNPS / RNPS) programs, ensuring insight quality and effective insight-to-action conversion.
Key Result Areas
• Strong cross-functional ownership and alignment on customer experience outcomes.
• Increased leadership confidence in CX insights, decisions, and delivered impact
• Clear and effective CX governance embedded across functions.
• Improved TNPS / RNPS performance across priority customer journeys.
• Customer insights consistently converted into prioritized and implemented improvement actions.