Executive Director – Customer Experience and Corporate Affairs

Job Functions:

Skill:

Strategic Leadership & Governance:

• Drive the development and implementation of the Corporate Affairs strategy, emphasizing customer experience excellence.
• Establish robust governance mechanisms to ensure alignment with corporate objectives and consistency in customer experience delivery.
• Identify opportunities to enhance customer journeys and incorporate industry-leading practices to elevate service standards.
• Regularly evaluate and refine governance frameworks to ensure adaptability to emerging customer needs and business priorities.
• Utilize findings and analytics outputs to extract actionable insights that inform strategic decision-making and drive the development of new customer experience initiatives.
• Ensure compliance with corporate governance standards in all reporting and customer experience activities.

Customer Experience Excellence:

• Design, lead, and monitor strategic customer experience programs, ensuring alignment with organizational goals.
• Develop and implement initiatives that address key gaps across customer journeys, ensuring seamless and positive interactions at all touchpoints.
• Spearhead the creation of an integrated Customer Insights Hub, aggregating VOC data, customer segmentation, and behavioural analytics for actionable insights.
• Leverage technology and innovation, such as AI and automation, to enhance customer engagement and personalization.
• Collaborate with IT and other group functions to deploy tools and platforms that improve customer interaction and satisfaction.
• Translate data into meaningful recommendations to enhance the overall customer journey and drive business success.
• Establish a robust framework for gathering and analysing customer data across verticals to inform strategic decisions.
• Define and implement customer-centric KPIs and performance metrics, tailored to specific business units and assets.
• Define, implement and audit operational activities leading implementation from a customer centricity position
• Benchmark organizational practices against global standards to ensure Company remains an industry leader in customer experience.
• Act as a thought leader by staying abreast of emerging trends and integrating them into the group’s customer experience strategy.
• Maintain accurate records of customer insights, VOC data, and service initiatives to inform long-term planning.
• Perform physical inspections and or audits of customer impacting operations across the group, supporting the identification and rectification of identified issues.

Stakeholder Engagement & Collaboration:

• Lead cross-functional collaboration with verticals and group functions to ensure seamless implementation of customer-centric initiatives.
• Build and nurture relationships with key stakeholders, including B2B clients and end consumers, to gather actionable feedback and foster loyalty.
• Develop frameworks for effective B2B account management, ensuring alignment with corporate objectives and client expectations.
• Create opportunities for direct customer interaction, including customer working groups and forums, to stay attuned to their evolving needs.
• Support the Corporate Affairs team with wider stakeholder responsibilities as required.

Matrix & Relationship Management:

• Establish matrix working practices that support the Corporate Affairs implementation strategy.
• Facilitate alignment between customer experience goals and broader business objectives, ensuring cohesive implementation across verticals.
• Develop strategies to balance the needs of multiple stakeholders while prioritizing customer satisfaction and loyalty.

Job Requirements:

• Minimum 10 years in a similar role.
• Experience working with a consulting company on multiple CX projects
• Minimum: Graduate Degree, preferably in the field of Marketing.

Technical & Behavioural Competencies:

• Strong verbal and written skills
• Excellent research and analytical skills, with ability to identify issues and interpret reports/data
• Excellent conflict resolution skills
• Excellent skills in Excel, PowerPoint and Word
• Adaptable to the changing needs of the corporate affairs department and the wider group
• Relationship building across all levels within the verticals (influencing skills)
• Deep working knowledge of customer experience including root cause analysis, VOC, CDP, NPS/CSAT etc.
• Understanding of the Omnichannel nature of customer experience and how to maximize its benefits to the customer and to the business
• Process mapping and process improvement
• Management of supporting supply chain partners