Key Responsibilities: Identify pain points and implement improvements to enhance satisfaction  Ensure consistency of customer experience across channels  Monitor customer satisfaction metrics (CSAT, NPS, CES)  Collect, analyze, and act on customer feedback  Develop action plans to improve customer loyalty and retention  Establish and maintain customer service standards and guidelines  Ensure compliance with company policies and service excellence benchmarks  Lead, coach, and develop customer-facing teams  Design and deliver training programs focused on customer experience  Identify operational inefficiencies and propose solutions  Oversee handling of escalated customer complaints  Ensure timely and effective resolution of issues  Track and report on customer experience KPIs  Use data insights to drive strategic decisions  Ensure seamless customer experience across digital platforms (website, app, social media)  Collaborate with marketing and IT teams to improve digital interactions  Ensure customer interactions align with brand values and positioning