Vice President, GS CXM - CX Culture & Governance

Vice President, GS CXM – CX Culture & Governance

About the Role

• The Vice President, GS CXM – CX Culture & Governance will support the Group Customer Experience Management (CXM) function in driving the implementation and continuous enhancement of the Group Customer Experience (CX) measurement ecosystem.
• The role focuses on establishing consistent CX measurement methodologies across the Group, leveraging both direct and indirect customer feedback and data sources to generate actionable insights. The incumbent will analyse CX performance, identify emerging trends and root causes of performance gaps, and recommend priority areas for improvement to enhance the overall customer experience across the Group.

Key Responsibilities

• Drive the implementation and rollout of CX measurement methodologies across the Group, including strategic customer benchmarking studies and transactional surveys across designated customer touchpoints.
• Understand business and stakeholder requirements, tailoring survey execution strategies and methodologies to accommodate local market conditions and operational feasibility across countries.
• Standardise and optimise survey design, including respondent profiles, content coverage, measurement frameworks, and key performance indicators, to ensure consistency and comparability across the Group.
• Provide guidance and support to country CX teams throughout the project lifecycle to ensure effective implementation and delivery of CX measurement initiatives.
• Oversee the execution and progress of assigned projects and initiatives, ensuring deliverables meet established quality standards, timelines, and objectives.
• Manage end-to-end primary research initiatives, encompassing both qualitative and quantitative methodologies, from defining research objectives and designing research approaches to execution, analysis, and reporting.
• Independently lead qualitative research activities, including focus group discussions, in-depth interviews, customer immersions, and workshops, covering study design, stakeholder engagement, and logistical coordination.
• Manage relationships and coordinate with external research agencies and service providers to ensure timely execution, quality deliverables, and alignment with project objectives.
• Enhance CX performance dashboards and reporting frameworks to strengthen the breadth and depth of operational and hygiene metrics, monitor implementation readiness, and improve performance visibility across the Group.
• Drive continuous improvement in CX reporting and analytical outputs through deeper insights, effective data visualisation, robust data management, and automation to enhance reporting quality and operational efficiency.
• Analyse CX performance trends, identify key drivers and root causes of performance gaps, and translate findings into actionable recommendations to support targeted customer experience improvement initiatives.

About You

• Demonstrate strong stakeholder management and collaboration skills, building effective partnerships across business functions, country CX teams, and relevant working groups to deliver strategic priorities.
• Provide guidance, coaching, and knowledge-sharing to strengthen CX measurement and research capabilities across the team and regional markets.
• Champion a culture of continuous improvement, data-driven decision-making, and customer-centricity across the Group.
• Exercise strong project management and execution capabilities, ensuring multiple initiatives are delivered effectively within established timelines and quality expectations.
• Demonstrate strong analytical and research capabilities, with the ability to translate complex customer data and research findings into meaningful business insights and actionable recommendations.