Key Result Areas & Outcomes expected from the Role

• Service Analytics & Customer Insight: Strong grounding in customer lifecycle analytics, CX dashboards, NPS/CSAT metrics, servicetrends, operational performance indicators, and root-cause analysis.
• Service Agility & Calculated Risk-Taking: Ability to take calculated risks, challenge status quo, innovate, and identify unmet customer needs and emerging behavior patterns.
• Collaborative Service Negotiation: Ability to collaborate with internal stakeholders to drive CX initiatives, influence through data, secure buy-in, and align multiple departments to customer-first outcomes.
• Entrepreneurial Customer-Centric Mindset: Ability to foresee customer expectations, market shifts, and loyalty drivers; create strategic CX solutions that enhance long-term brand value.
• Strategic Service Leadership: Develop clear CX vision...