Customer Experience Manager

Purpose of this role: To convert CX insights into clear priorities, initiatives, and measurable business actions, acting as the primary driver of CX impact.

Main Responsibilities

• Lead and govern the execution of Customer Experience (CX) strategy in alignment with Group CX & Advisory Excellence standards.

• Own and drive improvement of priority customer journeys, translating customer insights into actionable initiatives.

• Govern Voice of Customer (TNPS / RNPS) programs, ensuring insight quality and effective insight-to-action conversion.

• Orchestrate cross-functional collaboration to embed CX priorities into business planning and execution.

• Track, monitor, and report CX performance, providing clear recommendations to senior stakeholders.

Key Result Areas

• Improved TNPS / RNPS performance across priority customer journeys.

• Customer insights consistently converted into prioritized and implemented improvement actions.

• Clear and effective CX governance embedded across functions.

• Strong cross-functional ownership and alignment on customer experience outcomes.

• Increased leadership confidence in CX insights, decisions, and delivered impact

• Bachelor's Degree or higher in Marketing, Communication, Business Administration, or related fields.

• 5+ years of experience in Customer Experience, Strategy, Transformation or Marketing

• Proven track record leading cross-functional initiatives in complex organizations

• Experience working with customer metrics (NPS, VoC, journey analytics) and translating insights into action

• Experience in financial services, insurance, banking, or regulated industries is a strong advantage

• Strong strategic thinking with hands-on execution discipline

• Ability to influence senior stakeholders and navigate organizational complexity

• High analytical rigor paired with customer empathy

• Comfortable balancing governance, structure, and agility

• Excellent communication skills, able to simplify complexity and drive alignment