Senior Manager - Customer Experience

Role & responsibilities We are looking for a proactive and detail-oriented CX professional to support the Customer Experience (CX) function through strategic planning, executive reviews, governance, and cross-functional coordination. The role requires strong presentation, analytical, and stakeholder management skills to drive planning initiatives and ensure timely execution of key CX priorities. Support the CX function in planning and driving key strategic initiatives aligned with business priorities. Coordinate annual planning, quarterly reviews, and governance activities for the CX team. Prepare management presentations, review decks, dashboards, and business updates for leadership forums and governance meetings. Publish Minutes of Meeting (MoMs), track action items, and coordinate with cross-functional teams to ensure timely closure. Work closely with Business, Operations, Technology, Risk, Compliance, Collections, and other stakeholders to drive CX initiatives and monitor progress. Analyze customer feedback, complaints, operational metrics, and other CX data to identify trends and recommend improvement opportunities. Maintain trackers, MIS, and governance reports to provide timely updates on key CX initiatives and action plans. Assist in the preparation of strategic proposals, business cases, and annual operating plans for the CX function. Ensure timely follow-up and execution of key deliverables by coordinating across multiple teams and maintaining governance discipline. Continuously identify opportunities to improve processes, strengthen customer experience, and enhance operational efficiency. Demonstrate strong planning, coordination, communication, and stakeholder management skills while managing multiple priorities. .