Chief Specialist - Customer Experience

About the role

The Chief Specialist – Customer Experience will lead the design and improvement of services and channels across the organization, ensuring they are co‑created with customers and aligned with their needs. Reporting to senior leadership, you will shape the customer experience framework and drive a culture of excellence throughout the agency.

Key responsibilities

• Develop and implement a comprehensive customer experience framework covering all services, agencies and customer segments.
• Use Voice of Customer data, workshops, focus groups and journey mapping to identify critical moments of truth and prioritize improvement initiatives.
• Create and maintain a cross‑functional accountability matrix and a catalogue of top CX improvement projects.
• Define, track and report on key experience metrics such as satisfaction, loyalty and quality.
• Lead the service design and service management frameworks, ensuring consistent governance of service creation, updates and retirements.
• Maintain an up‑to‑date service catalogue and ensure seamless omni‑channel information delivery.
• Conduct regular research on service design trends and best practices, building a repository of references.
• Communicate the CX vision and framework across the organization to embed a customer‑centric mindset.

Required profile

• Bachelor’s degree in Business Administration, Computer Science or a related field.
• Minimum 11 years of relevant experience in customer experience, service design or related disciplines.
• Professional certification such as CCXP is desirable.
• Proven ability to lead large‑scale change initiatives and work across multiple business units.

Required skills