GRIT | Head of Transformation

2 days ago


Singapore GRIT Full time

Head of Transformation - Customer Experience
Join a global leader in the telecommunications industry, dedicated to innovation, connectivity, and delivering exceptional customer experiences. Our client is at the forefront of digital transformation, driving customer-centric strategies across online and offline touchpoints.
The Role:
As the
Head of Transformation - Customer Experience , you will play a pivotal role in redefining how customers engage with the brand. Leading a cross-functional team, you will be responsible for creating and executing a seamless, innovative, and customer-first experience strategy across all channels.
Key Responsibilities:
Strategic Leadership:
Develop and implement a transformation roadmap to enhance customer experience (CX) across online and offline channels.
Customer-Centric Initiatives:
Design initiatives to optimize customer journeys, ensuring consistency, personalization, and satisfaction at every touchpoint.
Digital Innovation:
Leverage data, analytics, and emerging technologies to drive digital transformation and improve CX.
Team Leadership:
Inspire and lead a high-performing team, fostering collaboration across departments to deliver unified customer experiences.
Stakeholder Engagement:
Partner with senior leadership and key stakeholders to align CX strategies with broader business goals.
Performance Measurement:
Establish KPIs and metrics to evaluate the effectiveness of CX initiatives and continuously identify areas for improvement.
What We’re Looking For:
Proven experience in a leadership role driving customer experience transformation in a telco, retail, or similar customer-focused industry.
Deep understanding of online and offline customer journeys and the interplay between digital and physical channels.
Strong analytical skills with the ability to interpret complex data to inform strategic decisions.
Exceptional leadership and communication skills, with the ability to influence and inspire at all levels.
A track record of delivering measurable improvements in customer satisfaction, retention, and loyalty.
Passion for innovation and staying ahead of industry trends in CX and digital transformation.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service, Consulting, and Project Management
Industries
Telecommunications, Banking, and Retail
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