Executive Director, Group Customer Advocacy

Key Responsibilities:

• Strategy & Governance: Lead the Customer Advocacy strategy and governance framework.
• Cross-Functional Initiatives: Drive initiatives to improve customer satisfaction and reduce friction points.
• Feedback & Analysis: Oversee customer feedback channels, root cause analysis, and resolution frameworks.
• Representation & Planning: Represent the customer voice in executive forums and strategic planning.
• Compliance & Monitoring: Monitor regulatory developments and ensure advocacy practices align with compliance standards.
• Culture Building: Foster a culture of customer-centricity across the organization.