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
• Own and drive improvement of priority customer journeys, translating customer insights into actionable initiatives.
• Track, monitor, and report CX performance, providing clear recommendations to senior stakeholders.
• Lead and govern the execution of Customer Experience (CX) strategy in alignment with Group CX & Advisory Excellence standards.
• 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.
Key Result Areas
• Improved TNPS / RNPS performance across priority customer journeys.
• Strong cross- functional ownership and alignment on customer experience outcomes.
• Increased leadership confidence in CX insights, decisions, and delivered impact
• Customer insights consistently converted into prioritized and implemented improvement actions.
• Clear and effective CX governance embedded across functions.

Professional working environment
Competitive salary and bonus
Insurance according to the Labor Law

Cập nhật gần nhất lúc: 2026-01-15 00:45:02