The mission of the position:
Lead Azki’s Customer Experience strategy and embed customer-centricity across the organization. Translate customer insights and feedback into measurable improvements across the end-to-end customer journey, supported by effective governance and cross-functional alignment to improve customer outcomes and business performance.

Key Responsibilities:
Define and lead the Customer Experience strategy, principles, and standards in alignment with the overall business strategy and organizational objectives.
Lead the identification, assessment, and redesign of key customer journeys in collaboration with relevant functions to improve customer experience and business outcomes.
Establish CX governance mechanisms to drive cross-functional alignment, set priorities, clarify ownership, and ensure accountability for customer experience improvement.
Lead Customer Insights & Voice of Customer (VoC) initiatives, translating customer research, feedback, and data into actionable insights and strategic improvement priorities.
Define the Customer Experience measurement framework and monitor its impact on key business indicators, including renewal rates, customer trust, cost to serve, and overall business performance.
Lead cross-functional improvement initiatives based on CX priorities, ensuring clear ownership, follow-through on agreed actions, and evaluation of outcomes.
Develop the capabilities, organizational structure, and customer-centric culture required to achieve CX objectives by building the CX team and collaborating with relevant functions to strengthen organizational competencies.
Provide senior leadership with strategic insights, analysis, and recommendations based on customer insights, journey performance, and business impact to support decision-making and improve organizational performance.

Qualifications & Skills:
Strong understanding of Customer Experience, Customer Journey, Service Design, and Voice of Customer (VoC).
Strategic thinking and the ability to translate strategy into actionable plans.
Ability to analyze data, generate insights, and translate them into business decisions.
Familiarity with product management and design concepts in digital platforms.
Strong problem-solving, root cause analysis, and continuous improvement skills.
Ability to lead cross-functional transformation projects and programs and foster collaboration across organizational functions.
Strong stakeholder management, negotiation, and influencing skills.
Ability to design and manage KPIs, measurement systems, and governance frameworks.