As part of the company's strategic focus on Customer Advocacy, this role is pivotal in shaping, driving, and sustaining a customer-centric culture across the insurance operations. You will be responsible for designing and managing the end-to-end customer experience framework, ensuring that all customer interactions—across underwriting, claims, call centres, and customer service centres—reflect the company's commitment to fairness, empathy, and excellence. This role also oversees the quality and consistency of customer correspondences and communications, ensuring that all written and verbal engagements are clear, professional, and aligned with the company's tone of voice and brand values. The incumbent will partner closely with operations, product, compliance, and digital teams to continuously refine customer journeys and communication standards. Lead the development and execution of Group Operations' Customer Experience Strategy, ensuring alignment with the Company's Customer Advocacy ...