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