About this role
• Lead process re-engineering initiatives to simplify and improve customer journeys. Develop CX process improvement methodology and standards. • Ensure customer-centric design principles are embedded in process improvements • Drive strategic CX initiatives aligned with organizational goals and CX strategy. • Ensure customer journeys promote fair treatment, transparency, accessibility, and positive customer outcomes. • Design and implement solutions that reduce customer effort and improve experience. • Monitor improvements in customer and operational outcomes • Identify customer pain points, friction areas, delays, rework, and service failures.
Minimum Educational qualification:
• Bachelor’s degree in business, Marketing, IT,Design, or related field (Master’s preferred). Minimum experience:
• Minimum 12 years of experience in customer experience, process design, or transformation. Other Skills & Competence:
• Demonstrated ability to apply design thinking and service design in business settings. • Strong analytical, interpersonal, and leadership capabilities. • Track record of leading successful transformation programs in complex environments.