Head of Customer Experience

Your tasks

CX Strategy & Execution Design and implement a comprehensive customer experience strategy aligned with ILA’s mission and growth objectives.

Establish clear CX standards and ensure consistency across all centres and channels.

Develop and refine customer journey maps to identify gaps and opportunities for improvement.

Voice of Customer & Insights Build and manage customer feedback systems (e.g. NPS, CSAT) to...

Requirements

Minimum 8 years of experience in customer experience, service excellence, or related fields, with at least 5 years in a senior leadership role

Proven track record of driving customer-centric transformation and managing cross-functional initiatives

Experience in the education sector or service-driven industries is preferred

Strategic thinking with strong analytical and problem-solving skills

Excellent communication, interpersonal, and leadership abilities

High...