Process & Operational Excellence Manager – Customer Experience (CX)

CORE RESPONSIBILITIES:

Customer Journey Optimization

• Own the end-to-end mapping and re-engineering of customer-facing journeys, with primary accountability for the Amendment and Deregistration journeys.
• Map current-state customer journeys, identify pain points, friction and drop-offs, and design optimized “to-be” journeys.
• Reduce manual touchpoints, handshakes and rework; design straight-through processing and self-service journeys wherever feasible.
• Optimize other customer-facing journeys (e.g., registration, renewal, visa, licensing) as part of the broader CX mandate.
• Balance customer experience against operational efficiency, cost and compliance requirements.

Salesforce / CRM Process Optimization

• Act as the lead business process stakeholder for optimizing customer journeys built on Salesforce, translating CX ambition into process and system requirements.
• Optimize Salesfo...