The Membership and Customer Excellence (MCE) Division is responsible for delivering world‑class customer experiences and deepening engagement across all customer segments. The Division leads the organisation’s customer experience (CX) strategy across digital and physical touchpoints, ensuring consistency, agility, and service excellence. It also drives customer data strategy and governance to enable a unified customer view and more personalised interactions.

The Role

This role supports management in the design, execution, and governance of the customer experience strategy. Acting as a central integration and PMO function, the role works closely with cross‑functional teams to define a unified CX framework and ensure effective delivery of CX initiatives across the organisation.

Key Responsibilities

• Support the development and execution of CX strategy, frameworks, roadmaps, and operating models
• Document end‑to‑end customer journeys across segments, channels, and products; support multi‑channel CX strategy definition
• Streamline Voice of Customer (VoC) processes and establish feedback mechanisms for continuous improvement
• Act as an integration lead to define a unified CX blueprint and oversee CX transformation initiatives
• Serve as PMO for CX projects, managing planning, timelines, dependencies, milestones, and change control
• Establish project governance, roles and responsibilities, and reporting structures
• Support solution design, business case development, and delivery planning
• Identify and manage project risks, issues, and actions; maintain risk registers and support audit and risk assessments

About You

• Degree in Business, IT, or a related discipline
• 8–10 years’ experience leading large‑scale business or CX transformation projects in service, hi‑tech, or financial services environments
• Strong project and stakeholder management skills
• Experience as an external consultant and/or in‑house project manager
• Exposure to digital transformation (web, mobile, cloud‑based solutions) is an advantage
• Proficient in MS Excel, PowerPoint, MS Project, and Visio

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