Strategy & Journey Design

• Lead journey mapping workshops to identify pain points and value-creation opportunities
• Develop CX strategies aligned with business goals, brand promise, and customer needs
• Own persona creation and experience segmentation models
• Define and update experience blueprints across customer segments and products

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Data-Driven Insights

• Design and manage enterprise VoC programs to gather actionable feedback
• Consolidate insights from surveys, support interactions, product usage, and reviews
• Translate insights into journey transformation programs and experience innovations
• Maintain a centralized VoC dashboard/reporting cadence for executive and functional teams
• Benchmark best-in-class CX practices and embed them in planning processes

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Cross-Functional Collaboration

• Work closely with Product, AIG, CMG, Strategy, service, and support teams to co-create journeys
• Align with Marketing on expectations setting and with A&P for journey orchestration tools
• Coordinate CX experiments and pilots across departments for new programs

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NPS / CSAT Implementation and Tracking

• Lead the implementation and governance of NPS and CSAT programs
• Ensure timely distribution and collection of feedback surveys
• Provide insights, trends, and executive summaries to leadership
• Coordinate with teams to act on feedback (close the loop)

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Customer Board and Advocacy Management

• Organize and manage the Customer Advisory Board (CAB)
• Ensure ongoing engagement with strategic customers for input and validation
• Develop programs that strengthen customer advocacy and loyalty

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Survey and Testimonial Management

• Design, launch, and analyze quantitative and qualitative customer surveys
• Collect, curate, and publish customer testimonials and success stories
• Collaborate with marketing for public-facing use (web, case studies)

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Governance & Program Management

• Maintain the CX strategy roadmap and ensure delivery through agile rituals
• Monitor journey KPIs and partner with analytics teams to report outcomes
• Provide updates to the management on journey performance and initiatives

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Educational Background:‍Professional Experience:

• Several years of experience in customer experience management, marketing, or related roles.
• Demonstrated success in developing and implementing customer experience strategies.
• Experience with customer journey mapping, VOC (Voice of Customer) programs, and CX tools.

• Deep understanding of customer behavior, needs, and expectations.
• Strong analytical skills, including data interpretation and customer insights.
• Excellent communication and stakeholder management abilities.
• Creative problem-solving skills and strategic thinking.
• Proficiency with CX platforms, analytics tools, and CRM systems.
• Ability to lead cross-functional teams and drive change across organizations.

• Knowledge of industry-specific customer experience trends and best practices.
• Project management skills and experience leading complex initiatives.
• Customer-centric mindset with a focus on continuous improvement.
• Ability to translate customer feedback into actionable insights and strategies.

• Bachelor’s degree in Business, Marketing, Communications, Data Analytics, or a related field.