Head of Customer Experience

Job Responsibilities
CX Strategy & Execution
Design and implement a comprehensive customer experience strategy aligned with ILA's 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 ILA's 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