Description: * Bachelor's degree in Business Administration, Marketing, Communications, Advertising, Public Relations, or related fields. * Advanced knowledge of Customer Experience (CX) Management. * Advanced knowledge of indicator-based performance in customer experience satisfaction (NPS, CSAT, CES). * Advanced knowledge of customer journey mapping and service design. * Strong data and metrics analysis capability for decision-making. * Knowledge of process management and continuous improvement. * Experience in goal- and metric-oriented environments. * Agile methodologies or continuous improvement knowledge is desirable. * Experience leading teams. * Strong customer orientation and empathy. * Analytical thinking and strategic mindset. * Public speaking skills and people development capabilities. * Problem-solving ability and decision-making capability. Resilience and ability to operate effectively in dynamic environments. * * Develop the Customer Experience strategy at Panvel across all our sales and relationship channels. * Lead the Voice of the Customer (VOC) initiative to disseminate quantitative and qualitative CX metrics, enabling customer data democratization across all company departments and guiding corporate prioritization based on customer centricity. * Lead the Customer Journey initiative, identifying friction points and implementing continuous process improvements with a customer-centric perspective. * Build strategic partnerships with key departments essential to sustaining customer centricity across the organization, including Retail Operations, Customer Service (SAC), Digital, IT, and Marketing. * Support the development of direct reports by conducting regular one-on-one meetings and Performance Development Plans (PDI), and cultivating a successor. 2512210202551931707