Manager - CX Touchpoint Engagement

Main Objective of Role

To govern and coordinate the delivery of customer experience (CX) programmes across the organization, ensuring alignment with strategic objectives and generate improvements for customer satisfaction, loyalty and business outcomes.

Key Responsibilities

• Leads the CX Excellence Portfolio framework for all customer experience initiatives that have been agreed to meet customer strategy and business priorities for improvements.
• Develops and manages a consolidated CX Excellence portfolio roadmap while tracking dependencies between stakeholder groups, milestones, and benefits that are linked to customer metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT) and complaints.
• Guides stakeholders to document end-to-end journey maps and distribution to ensure seamless handover of benefits across the customer journey.
• Leads diverse cross-functional stakeholders and collaboration as a centra...