Description

The Experience & Governance Lead is responsible for ensuring a seamless, high-quality, and customer-centric experience across all brand touchpoints, while maintaining governance, risk management, compliance, and operational excellence. This role balances customer experience (CX) optimization with regulatory and policy adherence, ensuring that service quality, trust, and consistency are upheld across the organization.

Job Responsibilities
1. Customer & Channel Experience Leadership

-Develop and implement comprehensive customer experience (CX) frameworks, ensuring seamless, consistent, and high-quality service across all brand touchpoints.

-Own experience and channel excellence governance, ensuring adherence to quality standards, service SLAs, and compliance requirements.

-Monitor customer interactions across physical, digital, and service channels, driving continuous improvements based on insights and performance data.

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