Customer Experience Quality Lead  

The CX Quality Lead sets and upholds Customer Experience (CX) standards across AP DU, ensuring consistent, high-quality interactions throughout the customer journey. S/he leads initiatives that enhance service quality, drive cross-functional collaboration, and embed a strong CX culture within the organization.

Responsibilities:

1. Customer Journey Management

   • Identifies customer needs across the end-to-end journey using data and insights to elevate CX standards.

   • Ensures effective evaluation of customer interactions through Voice of the Customer (VoC) programs and regular calibrations.

   • Owns and updates Customer Journey Maps, manuals, and related materials.

   • Works with the CX Solutions Delivery Team to ensure channels and touchpoints align with CX standards.

   • Promotes the use of customer feedback to improve overall experience.

   • Supports Regulatory Team by reviewing new regulations that may impact CX and ensuring compliance with updates.

2. Training and Compliance

   • Designs and implements CX Quality training programs and scorecards with HR.

   • Coordinates with internal and external stakeholders to execute training programs efficiently and within budget.

3. Stakeholder and Partner Management

   • Drives Business Units and partners to comply with CX quality standards.

   • Maintains vendor relationships, participates in contract discussions, and ensures adherence to company standards in coordination with Procurement.

   • Fosters collaboration across teams to achieve CX-driven business goals.

4. People and Team Management

   • Leads a team of CX Quality specialists in achieving targets and KPIs.

   • Uses performance data for coaching, feedback, and development planning.

   • Mentors team members and ensures continuous improvement and accountability.

5. Administrative

   • Aligns team and individual goals with organizational objectives.

   • Oversees administrative requirements such as payments, purchase orders, and liquidations.

6. Others

   • Takes on urgent or special tasks as assigned.

   • Ensures compliance with company safety, health, and environmental policies, and IMS guidelines.

• Bachelor’s Degree in Psychology, Behavioral Sciences, Industrial or Management Engineering, Business Administration, or any 4-year related course

• At least 5 years’ experience in customer support functions, such as but not limited to frontline customer servicing, quality assurance, training and development, with hands on experience in coming up with internal and external communication or training materials; exposure to contact center or branch/service center or prior experience to Customer Experience strategy implementation an advantage

• At least 2 years’ experience in managing direct reports; or with at least 4 years’ exposure to roles that require cross-functional collaboration or working with teams

• Six Sigma Certification, not required but an advantage