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Experience and Governance Manager
Full-time
The Experience & Governance Manager ensures a seamless, high-quality, customer-centric experience across all brand touchpoints while maintaining governance, risk management, compliance, and operational excellence.
Customer & Channel Experience
Develop and implement comprehensive customer experience (CX) frameworks across all brand touchpoints.
Own experience and channel excellence governance, ensuring adherence to quality standards and SLAs.
Introduce data-driven CX enhancements leveraging customer sentiment, feedback, and journey analytics.
SLA, VoC & Process Optimization
Develop and maintain SLA frameworks and real-time monitoring to ensure performance benchmarks are met.
Develop and oversee a Voice of the Customer (VoC) program for continuous collection and analysis of insights.
Work with IT and Digital Transformation teams to implement self-service platforms, AI chatbots, and automation tools to improve service accessibility.
Conduct root cause analysis on service failures and lead cross-functional process improvement initiatives.
Governance & Leadership
Develop and enforce governance structures ensuring consistency in service execution and policy adherence.
Monitor regulatory compliance across CX initiatives and service processes.
Lead, mentor, and develop the Experience & Governance team toward a customer-first culture.
