Customer Experience Senior/Team Manager

Lead the Customer Experience Team to improve customer satisfaction across physical and digital touchpoints. Own the customer experience development roadmap, oversee day-to-day experience optimization, and set/manage KPIs to track service performance. Use customer feedback and industry benchmarks to drive continuous improvement, collaborate with internal and external stakeholders to align initiatives with business objectives, and lead/mentor the team. Participate as a member of the Crisis Management Center (CMC).