Job Description

• 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.