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