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
Key Skills & Competencies
- Understanding of Customer Experience frameworks (Journey Mapping, CSAT, NPS, CES).
- Strong background in finance operations (AP, AR, R2R, GL).
- Proficient in KPI dashboards, root cause analysis, and VoC data interpretation.
- Change management and ability to influence teams effectively.
- Excellent collaboration and interpersonal skills for cross-functional teamwork.
- Empathy-driven communication and strong customer advocacy skills.
- Ability to identify friction points and implement practical CX improvements.
Qualifications
- Bachelor's or Master's degree in Business, Finance, Operations or related field
- Preferred Certifications: Lean Six Sigma (Green/Black Belt), CX Professional (CCXP or equivalent), and Project Management (PMP/Agile)
- CX Certification (CCXP or equivalent) is an advantage.
Experience Required
- 10-15 years of experience in operations, transformation, or shared services.
- Minimum3-5 years in customer experience or process improvement leadership roles.
- Proven track record in building or leading a CoE or cross-functional excellence initiative
