To lead the development and delivery of comprehensive customer experience intelligence across the Equity Group ecosystem. This role transforms disparate data sources, research findings, and operational metrics into actionable intelligence that informs service excellence strategies and drives competitive advantage. Working across multiple markets and touchpoints, the position synthesizes customer, competitive, and operational intelligence to provide forward-looking insights that enable the organization to anticipate trends, respond to emerging opportunities, and continuously enhance service delivery and customer experiences.
Roles and Responsibilities:
Engagement Excellence Strategy & Lifecycle Management
Develop and implement comprehensive customer engagement strategies aligned with service excellence goals
Design customer lifecycle management strategies from acquisition to advocacy with stage-specific engagement approaches
Create engagement frameworks that define standards for interactions across all touchpoints
Develop engagement models that build emotional connections and strengthen customer relationships
Establish lifecycle-specific engagement metrics and success criteria
Lead initiatives to optimize customer experiences at critical lifecycle moments
Design early warning systems to identify customers at risk of disengagement.
Quality Standards, Measurement & Monitoring
Establish quality standards for customer engagement across all touchpoints and lifecycle stages
Develop comprehensive measurement frameworks and monitoring systems for engagement quality
Implement quality scorecards, dashboards, and audit processes to track performance against standards
Monitor adherence to engagement standards across markets and channels
Conduct regular quality reviews and provide performance feedback
Drive root cause analysis of engagement gaps and develop corrective actions
Benchmark engagement practices against industry standards and implement continuous improvement programs.
Omnichannel Engagement & Relationship Building
Lead initiatives to optimize customer engagement across physical and digital channels
Ensure consistent engagement standards across branch, contact center, digital, and partner touchpoints
Design engagement protocols that recognize customers across all interaction points
Create frameworks for relationship-based engagement rather than transactional interactions
Develop strategies to increase engagement frequency, quality, and transition customers to active engagement
Partner with relationship management teams to enhance high-value customer engagement
Implement frameworks for measuring relationship depth and emotional connection.
Cross-Functional Collaboration & Performance Optimization
Partner with Service Excellence, Marketing, Digital, and Contact Centre teams to align engagement initiatives
Collaborate with CX Insights teams to incorporate customer feedback into engagement strategies
Work with Relationship Management teams to enhance personalized engagement for key customers
Support country teams in implementing engagement standards while respecting local contexts
Monitor engagement performance metrics and analyze data to identify improvement opportunities
Create dashboards tracking engagement performance across the Group
Report on engagement quality trends and recommend strategic interventions
Capability Building and Best Practice Sharing.
Develop training programs and coaching frameworks to build engagement excellence capabilities
Facilitate sharing of engagement best practices across markets
Design recognition programs that celebrate engagement excellence
Build engagement literacy and skills across customer-facing teams
Develop resources and tools to support engagement excellence
Lead communities of practice for continuous learning and improvement.
Required skills and qualifications:
Academic:
Bachelor's degree in Business Administration, Marketing, Customer Experience, or related field
Master's degree or professional certifications in Customer Experience or Marketing (advantageous).