Design and steward premium experiences and lifecycle communications; orchestrate onboarding & RM enablement; own complaint RCA and premium servicing constructs (CX Ops) to lift CX Score and retention.
Job Purpose
Experience standards and governance (app, web, RM, service)
Lifecycle comms (CLCM), journeys, UAT and go-live approvals
Onboarding orchestration and RM enablement
Premium servicing constructs and CX Ops (concierge/priority desk, empowerments)
Complaint RCA, escalations, service recovery programs
Website/app content for CX journeys
Primary Responsibilities
CX Strategy & Standards
Ensure experience consistency across channels
Build superior service mechanisms for affluent customers
Govern experience-related changes during CVP updates or transitions
Affluent Communications Craft Lead: set luxury tone‑of‑voice guidelines; pre‑send creative QA; copy standards across SMS, email, WhatsApp, in‑app, RM scripts.
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