To lead NCBA Group’s enterprise Service Excellence function as the strategic authority for customer experience governance, service quality assurance, CX risk and compliance oversight, customer insights, complaints governance, service culture and continuous improvement across all customer touchpoints. The role ensures customer experience is managed as an enterprise priority, supported by clear ownership, disciplined measurement, effective escalation, root-cause resolution and measurable improvement in customer outcomes, risk reduction, service consistency and executive decision making.
Role Profile
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