ResponsibilitiesCX Lifecycle Management
- Own and drive end to end CX lifecycle and
processes, from customer onboarding, servicing, engagement, retention, to
advocacy.
- Define and manage customer journeys, moments of
truth, and service standards across channels (digital, contact centre,
intermediaries, operations).
- Drive continuous improvement by identifying
pain points, root causes, and experience gaps across the customer lifecycle.
Digital Applications
Strategy & Ownership- Act as platform management for CX related
digital applications (e.g. customer portals, mobile apps, self service
platforms).
- Define the digital roadmap aligned to CX
priorities and business strategy.
- Lead requirements definition, user stories, and
acceptance criteria, ensuring solutions are customer centric and business
driven.
- Oversee application lifecycle management,
including enhancements, releases, adoption, performance, and retirement.
Delivery &
Stakeholder Management
- Act as a key liaison between business users and
technology teams, resolving trade-offs between customer needs, technical
feasibility, and cost.
- Manage vendors and external partners where
applicable.
Adoption, Change &
Value Realisation
- Define and track benefits realisation, linking
CX improvements to operational efficiency, cost reduction, and revenue
impact.
- Develop training, communications, and support
models to ensure sustained usage and value.
- Establish CX and governance frameworks,
including prioritisation, release planning, and performance reviews.