Scope

• Own the end-to-end customer experience across all channels
• Design and improve customer journeys from onboarding to after-sales support
• Handle customer complaints, escalations, and service recovery processes
• Work closely with operations, sales, and product teams to fix service gaps
• Build customer feedback systems and track satisfaction metrics
• Drive initiatives that improve customer retention and loyalty
• Identify pain points and turn them into process improvements
• Lead customer service or experience teams across regions or units

Qualifications

• Strong experience in customer service, CX, or service operations roles
• Good understanding of customer behavior and service design
• Proven ability to improve service processes and customer satisfaction
• Strong communication and stakeholder management skills
• Experience leading frontli...