Associate Manager, Customer Experience

Full-time Management & Operations

Are you passionate about designing seamless customer journeys and driving organization-wide impact? We are looking for an Associate Manager, CX Strategy & Governance to lead and elevate our customer experience framework across the organization.

In this role, you will play a key part in shaping how we deliver consistent, high-quality experiences while strengthening trust and engagement with our customers.

What You’ll Be Doing

• Develop and drive the enterprise-wide Customer Experience (CX) strategy, ensuring alignment with business goals and customer expectations
• Design and implement CX policies and frameworks, including complaint handling, escalation procedures, and service recovery
• Build and maintain CX measurement tools (journey mapping, CX scorecards, NPS, CES, VoC framework) to track and improve performance
• Partner with senior stakeholders to embed customer-centred practices across the organization
• ...