BU’s & Excellence Lead

Function: Marketing / Customer Experience

We are looking for a BU's Experience & Excellence Lead to drive customer experience and service excellence across assigned Business Units.

Key Responsibilities:

• Monitor CX performance and identify customer experience gaps and improvement opportunities.
• Analyze customer feedback, complaints, surveys, and reviews to identify recurring issues.
• Review customer journeys and service touchpoints to improve the overall customer experience.
• Translate corporate CX strategies and standards into practical initiatives across Business Units.
• Lead CX improvement initiatives and monitor their implementation and impact.
• Collaborate with operational teams and BU stakeholders to promote customer-centric practices.
• Prepare performance reports, insights, and recommendations to support continuous improvement.

Requirements:

• Bachelor's degree in Business Administration, Marketing, Hospitality, Operations, or a related field.
• 3-5 years of relevant experience in Customer Experience, Customer Service, Service Quality, Operations, or a related field.
• Practical experience in Customer Journey Mapping, Voice of Customer (VoC), and CX performance monitoring.
• Strong analytical, reporting, communication, and stakeholder management skills.
• Experience working across multiple Business Units or customer-facing locations is an advantage.
• Strong written and verbal English communication skills.