Job Summary

Drive end-to-end Customer Experience (CX) and Service Design excellence for True Contact Centre by evaluating customer journeys, identifying service gaps, and leveraging customer, operational, and market insights to improve customer outcomes, service quality, and operational effectiveness across all customer touchpoints.Lead Voice of Customer (VOC), customer research, and insight initiatives to understand customer needs, diagnose root causes, and translate findings into actionable recommendations, customer-centric solutions, and service improvement strategies.Collaborate with cross-functional stakeholders including Operations, Quality, Training, Product, Digital, Technology, and Customer Service teams to drive continuous improvement, strengthen customer experience governance, and deliver strategic initiatives that support business objectives, customer satisfaction, and long-term service excellence.

Job Responsibilities*

Design and manage Voice of Customer (VOC), qualitative and quantitative research programs based on business requirements, including research methodology, questionnaire development, survey design, customer interviews, focus groups, and insight generation to support customer experience, operational, and business decision-making.    Joint    10%
Analyze customer, operational, and market insights from multiple sources (VOC, CSAT, complaint data, mystery shopping, operational performance, and market research) to diagnose root causes, validate business issues, identify improvement opportunities, and develop actionable recommendations.    Joint    10%
Provide strategic customer and operational advisory to business stakeholders by translating research findings, customer feedback, and performance trends into business cases, CX roadmaps, service transformation initiatives, and executive-level recommendations.    Joint    10%
Partner with Operations, Quality, Training, Process, Product, Digital, and Technology teams to resolve customer pain points, close service gaps, monitor corrective actions, and ensure alignment with customer experience objectives and operational standards.    Joint    15%
Govern, review, and control customer communication content across contact center and service touchpoints to ensure accuracy, regulatory compliance, customer understanding, and operational readiness while minimizing avoidable contacts and communication-related complaints.    Joint    10%
Lead and manage strategic improvement projects and transformation initiatives, including contact reduction, process optimization, self-service enhancement, automation, and customer education programs through end-to-end project planning, execution, stakeholder management, and performance tracking.    Joint    10%
Design and enhance premium customer service experiences and differentiated service models for high-value customer segments by identifying customer expectations, defining service propositions, establishing service standards, and recommending experience improvements aligned with business objectives and brand positioning.    Joint    5%
Provide project governance, management reporting, executive documentation, timeline management, and cross-functional coordination to support leadership decision-making and successful project delivery.    Joint    10%

Qualifications

Bachelor's degree or higher in Business Administration, Marketing, Management, Economics, Statistics, or related fields.
Strong understanding of Customer Experience (CX), Service Design, Customer Research, and Contact Center Operations.
Strong analytical, problem-solving, stakeholder management, and communication skills.

7+ years of experience in Customer Experience, Customer Insights, Service Design, Contact Center Operations, Process Improvement, or related fields.
Experience in VOC programs, customer research, journey mapping, and service improvement initiatives.
Experience leading cross-functional projects and stakeholder management.