Senior Manager, Customer Management Solution (CMS)

Responsibilities

• 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 manager 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, inc...