Head Home Customer Experience

Job Purpose:
To manage and strengthen end-to-end customer journeys across the Home Business, embedding customer experience excellence through cross-functional collaboration, insights, and feedback-driven enhancements

Main Responsibilities:
1.Design and oversee the end-to-end customer journey framework for Home Business, covering all touchpoints from acquisition to renewal and service experience.
2.Monitor customer journey performance through analytics, feedback, and service metrics to identify improvement opportunities and pain points.
3.Drive continuous experience enhancement initiatives by translating insights, customer feedback, and operational data into actionable improvements.
4.Collaborate with Product, Marketing, Sales, and Customer Service teams to embed customer experience principles into products, campaigns, and service delivery.
5.Establish and maintain CX standards, governance, and measurement frameworks to ensure consistency and excellence across all interactions.