Lead and manage the Customer Experience, Customer Excellence, Customer Insights, and Community Management teams, ensuring alignment with Shahid s customer-centric strategy and business objectives. Develop and execute customer experience strategies, initiatives, and roadmaps that improve customer satisfaction, engagement, retention, and loyalty. Act as the voice of the customer by gathering, analyzing, and translating customer feedback, operational insights, social listening data, and market research into actionable recommendations. Establish, monitor, and report on key customer experience and engagement metrics, including CSAT, NPS, customer sentiment, retention, and operational KPIs. Oversee Voice of Customer (VoC) initiatives, customer research activities, surveys, and insights reporting. Lead customer journey mapping exercises to identify pain points, opportunities, and areas for improvement across the end-to-end customer lifecycle. Develop and implement community engagement strategies that strengthen customer relationships, improve sentiment, and increase brand advocacy across social media platforms. Facilitate collaborative workshops and cross-functional initiatives to align stakeholders around customer experience priorities. Identify opportunities to leverage AI, automation, and digital transformation solutions to improve customer experiences and operational efficiency. Partner with Product, Marketing, Technology, Content, and Operations teams to influence customer-centric improvements and business decisions. Create executive-level reports, dashboards, and presentations that communicate customer insights, trends, risks, opportunities, and strategic recommendations. Foster a culture of customer centricity, innovation, collaboration, and continuous improvement. This role reports to Head of Department - Customer Experience /Customer Service

Desired Candidate Profile

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