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.