Responsibilitie(s):

• Develop and maintain CX governance frameworks, policies, and procedures to ensure alignment with organisational objectives and regulatory requirements.
• Ensure compliance with relevant laws, regulations, and industry standards related to customer experience.
• Collaborate with internal stakeholders to identify and mitigate CX-related risks.
• Improve CX Metrics outcomes.
• Contribute to the development of the organization's CX strategy and roadmap.
• Ensure that CX governance frameworks support the achievement of CX strategic objectives.
• Collaborate with cross-functional teams to design and implement CX initiatives.
• Develop, review, and update CX-related policies and procedures.
• Ensure that policies and procedures are aligned with organisational objectives, industry best practices, and regulatory requirements.
• Collaborate with stakeholders to ensure that policies and procedures are communicated effectively.
• Support the Head, CX to promote a culture of customer-centricity across the organisation.
• Through the Customer insight, analytics and VOC specialist functions, the daily Monitor effectively, CX metrics and ensures the reporting standards are maintained to measure CX performance.
• Monitor and analyse CX data to identify trends, opportunities, and risks. Report trends periodically to the Head, CX, drawing out significant trends requiring management attention.
• Provide regular reporting to the Head, Customer Experience on CX performance and governance activities.
• Report on service quality standards, identify root causes and propose permanent resolutions to avoid recurrence.
• Ensure that customer feedback loops are effective and efficient, and the 4 voices are measured/analysed to beat industry standards.
• Conduct Industry / Pear research to checkmate where we are vs industry or global standards.
• Collaborate with internal stakeholders, including customer-facing teams, to ensure that CX Experience business needs are met.
• Develop and maintain professional relationships with all stakeholders.
• Communicate CX governance frameworks and policies to stakeholders as approved.
• Through the continuous improvement function, identify opportunities for continuous improvement in CX governance frameworks, policies, and procedures.
• Collaborate with internal stakeholders to design and implement improvements.
• Ensure that CX governance frameworks remain aligned with organisational objectives and regulatory requirements.
• Through the Quality assurance role in the CX governance function, ensure that the highest service standards are maintained across all value chains of interaction, both for internal and external customers.
• Frequently conduct customer engagement channels assessment to ensure 99.9% reliability and accessibility.
• Conduct service measurement standards across the organisation periodically and report outcomes to the Head, CX for management action.
• Lead and manage the daily functions of the specialist functions in the CX Governance structure.
• Provide coaching, guidance, and development opportunities to team members.
• Ensure that the CX governance team is aligned with organisational objectives and CX strategic initiatives.
• Align with the organisational culture, process and compliance standards.

Qualification/Experience Requirement(s):

• Bachelor’s Degree with a minimum qualification of a second class upper
• Membership of any relevant professional body
• Minimum of 7 years experience in a similar role