Senior Service Excellence Manager

• Collaborate with all other business functions, consistently delivering great end-to-end customer experience across stages, channels, and touchpoints in the customer journey.
• Enabling a two-way stream with customers through - collecting customer feedback to derive meaningful insights for improvements and guiding Service Excellence teams to ensure a customer-centric, especially guiding other functions to align with the CX strategy.
• Build and manage a team of business analysts and customer experience specialists with deep domain expertise in customer experience journeys.
• Encourage problem-solving and customer orientation among the team.
• Liaise with other functions to ensure customer-centricity in their respective departmental work and help them deliver under the overall customer experience strategy.
• Measure and track delivery CX metrics on identified transformation opportunities for customer experience and drive continuous process improvement culture across the customer experience.
• Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant technologies for reporting and analytics on CX across functions/ channels.