Job Description
Role Overview
The CX CoE Lead is responsible for driving the execution and adoption of customer experience standards, playbooks, and process improvements within assigned functions (e.G., Accounts Payable, AR, GL). This role ensures the Voice of the Customer (VoC), Voice of Employee (VoE), and Voice of Process (VoP) are consistently embedded into operations — turning CX strategy into measurable outcomes. They act as a liaison between CoE governance and delivery teams, ensuring alignment, measurement, and continuous improvement of customer experience.
Key Responsibilities
- CX Implementation & Alignment
- Customer Journey Ownership
- CX Measurement & Insights
- Capability Building & Culture Reinforcement
- Continuous Improvement & Innovation
- Stakeholder Engagement & Communication