A senior governance role responsible for stewarding experience standards and governing improvement actions, without owning delivery.

The role ensures that approved experience and service design outputs are translated into clear, measurable standards, and that when experience issues arise, actions are defined, owned, tracked, and escalated appropriately.

• Act as custodian of experience and service standards, maintaining a single source of truth.
• Translate approved design outputs into clear, measurable, and governable standards.
• Govern the lifecycle of standards, including approvals, updates, and retirement.

• Define how standards compliance and experience risk are monitored and reviewed.
• Partner with insight and assurance functions to identify systemic gaps and repeat issues.

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