Section Head, Experience and Transformation

Section Head, Experience and Transformation

Closing Date: 31/12/2026

The Day-To-Day Activities

The Senior Manager, Experience & Transformation, is responsible for leading service quality, capability development, customer experience transformation, and operational excellence across the Contact Centre. This role oversees Quality Assurance (QA) and Learning & Development (L&D) functions while driving end-to-end customer experience improvement across all service channels, including inbound voice, digital channels, case management, and enterprise customer support. The role serves as the bridge between customer insight and operational execution by translating Voice of Customer (VOC), customer pain points, market expectations, and business priorities into measurable service improvements.

Working closely with Brand CX Team, this role ensures customer expectations and brand experience strategies are translated into operational excellence, service recovery, ...