Head of Customer Experience

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🌀 Head of Customer Experience

We are retained by a major mobile operator in a high growth emerging market to find a Head of Customer Experience a true customer champion who will own the end-to-end journey across all products.

This is not a traditional CX role. You will have real authority to:

· Define and drive the CX strategy across the entire customer lifecycle

· Own priority customer journeys and ensure crossfunctional accountability

· Challenge product, digital, and process changes through a customer lens

· Use NPS, tNPS, VOC, CSI, and CJM audits to demand corrective actions

· Lead CX governance — CX Council, VOC, and Journey Governance — and escalate
risks to the Executive Committee and Board

We need a leader who can influence without direct authority, build a customer-centric culture, and turn insights into measurable improvements in loyalty and customer effort.

You bring:

· 10+ years in CX, customer operations, or digital roles - ideally in telecom or a fast
paced digital business as banking/FinTech

· Deep expertise in journey mapping, VOC, NPS, and CX governance

· Strong stakeholder management at Clevel and board level

· A track record of driving systemic change across functions


If you are ready to be the voice of the customer at the highest level, let’s talk.

Contacts
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