Customer Excellence & Readiness Lead
Core
Drive end-to-end operational excellence for the customer journey, ensuring service readiness, translating customer insights into improvements, and managing performance accountability.
Role type
Senior Customer Excellence & Readiness Lead
Builds
Operational frameworks, readiness checklists, performance dashboards, and service improvement initiatives
Domain
B2B Services (Travel/Hospitality)
Deliverable
product features
Required skills
Customer journey mapping, NPS/CSAT analysis, operational readiness planning, cross-functional stakeholder management, KPI definition, governance framework design, gap analysis, risk mitigation
Preferred skills
Online reputation management, travel/hospitality industry experience
Technologies
NPS, CSAT, journey mapping tools
Responsibilities
Lead customer insight and journey domains including satisfaction analysis; ensure new contracts and services are operationally ready before go-live; maintain governance cadence with OAM; define and maintain the Customer Experience operating framework; manage operational performance dashboards; partner with teams to close gaps between customer expectations and delivery; mitigate risks linked to service contract clauses
Seniority
Senior, hands-on IC