Roles and Responsilities

Execution of CX Strategy

Contribute to the design and formulation of the business’s CX strategy, ensuring alignment with organizational goals.

Translate strategic CX goals into operational plans and monitor progress against targets.

Lead initiatives to improve Customer Satisfaction Index (CSI), Net Promoter Score (NPS), and customer retention.

Collaborate with internal and external stakeholders to resolve complex customer issues and embed customer-centric practices.

Operational Excellence & Continuous Improvement

Manage day-to-day CX operations, ensuring timely resolution of customer requests, complaints, and escalations.

Oversee service delivery at the front office, ensuring consistent turnaround times (TATs) and adherence to service standards.

Work with relevant teams to address root causes and implement improvement actions.

Collaborate with Operations and Technology & Transformation teams to resolve system issues affecting customer experience.

Lead quality assurance processes by monitoring service interactions, reviewing turnaround times, and ensuring adherence to established CX policies, procedures, and compliance requirements.

Lead the customer feedback management process, analyze insights, and identify trends for action.

Drive process and policy improvements to enhance operational efficiency.

Customer Engagement

Lead the design of hyper-personalised client communication, ensuring messages are timely, relevant, and aligned to CX objectives.

Oversee the distribution of communications, review performance statistics (e.g., open rates, response rates, conversion metrics), and implement improvements.

Coordinate and participate in Group CX initiatives and customer engagement programs.

People Management

Lead, coach, and develop the CX team to deliver consistent, high-quality service.

Manage staffing levels, workforce planning, and performance management, ensuring productivity and adherence to service standards.

Conduct regular team meetings to communicate priorities, share updates, and recognize achievements.

Performance Management & Reporting

Define and monitor CX performance metrics, ensuring alignment with service standards and business goals.

Prepare and deliver monthly CX reports covering key business metrics and CX-related indicators

Track progress of CX initiatives and recommend corrective actions where targets are not met.

Use data and analytics to identify trends, forecast needs, and guide decision-making.

Requirements

Core Technical & Behavioral Competencies.

Technical Competencies

Customer experience management and complaint handling/service recovery

CX metrics, analytics, and reporting (e.g., NPS, CSI, TATs)

Quality assurance and process improvement

Customer engagement and personalized communications

CRM and CX systems proficiency

Regulatory and compliance awareness

Academic & Professional Experience

Bachelor’s degree in Business Administration, Marketing, or related field from a recognized university

Professional certification in CX/Customer Service is an added advantage.

At least 8 years in Customer Experience or Service management, experience in a supervisory role is an added advantage

Experience managing multi-channel customer service operations in financial services, insurance, or a regulated industry.