CX Lead

The Customer Experience Lead is responsible for designing, delivering and continuously improving end-to-end customer journeys across digital and assisted channels. This role will ensures customer interactions are simple, compliant, scalable and aligned with business growth, while meeting regulatory and risk standards in the Boost Wallet environment.

• Define and own the overall Cx strategy aligned with business goals and regulatory requirements.
• Establish CX Standards, service principles and experience matrics across organization.
• Oversee escalation management for high-risk cases (fraud, chargebacks, regulatory complaints)
• Ensure consistent service quality across channels (in-app, call centre, email, chat, social media)
• Together with marketing, co-own voice of customer programs including surveys, feedback loops, app reviews and social listening.
• Translate insights into actionable recommendations for product, UX, and policy enhancements
• Build, mentor, and develop a high-performing CX team.
• Drive customer-centric culture across the organization.
• Provide coaching, performance management, and capability development.

Job Requirements:

• 8-10 years of experience in managing customer experience, operations in a BPO or customer service centre environment preferably in fintech, digital bankinh and e wallets are preferred.
• Experience in fintech, e wallets, or digital banking environment will be preferred.
• Strong understanding of digital products, mobile apps and user experience design.
• Proven ability to lead cross-functional initiatives and influence stakeholders.
• Data driven mindset with strong analytical and problem-solving skills.
• Strong people management and stakeholder management engagement skills.
• Ability to balance customer advocacy with business and regulatory contraints.