PD Customer Excellence Manager

We are seeking a PD Customer Excellence Manager to join our team. As a PD Customer Excellence Manager, you will be responsible for developing and maintaining the end-to-end customer journey framework, aligning customer journeys with business strategy and customer segmentation, identifying strategic opportunities to simplify customer interactions, and benchmarking customer experience against industry best practices.

Key Responsibilities:

• Develop and maintain the end-to-end customer journey framework
• Align customer journeys with business strategy and customer segmentation
• Identify strategic opportunities to simplify customer interactions
• Benchmark customer experience against industry best practices
• Design future-state customer journeys across acquisition, onboarding, servicing, claims, and retention
• Eliminate customer pain points and unnecessary operational complexity
• Promote omnichannel consistency
• Ensure journey design supports operational scalability
• Manage the portfolio of customer initiatives
• Prioritize initiatives based on customer value and business impact
• Monitor implementation progress and benefit realization
• Recommend portfolio reprioritization where necessary
• Analyze customer feedback, complaints, and NPS insights
• Identify root causes affecting customer satisfaction
• Develop improvement recommendations
• Track post-implementation improvements
• Establish journey governance standards
• Define journey KPIs and service standards
• Facilitate cross-functional journey review sessions
• Ensure governance consistency across initiatives
• Partner with Distribution, Operations, Technology, and Product, CX, CLTV teams
• Align customer journey initiatives across business functions
• Facilitate issue resolution impacting customer experience
• Promote customer-centric decision making
• Develop customer journey dashboards
• Monitor customer experience KPIs
• Analyze trends and recommend improvements
• Report performance to management
• Support transformation initiatives from a customer journey perspective
• Ensure new solutions improve customer experience
• Assess customer impact of strategic projects
• Promote continuous improvement methodology
• Benchmark customer journey innovations
• Identify opportunities for digital enablement
• Drive simplification initiatives
• Build customer journey capability across the organization
• Share best practices and lessons learned
• Coach business stakeholders on customer-centric design