Customer Experience Lead

Overview

The Customer Experience Lead is responsible for designing, delivering and continuously improving end-to-end customer journeys across digital and assisted channels. This role will ensures customer interactions are simple, compliant, scalable and aligned with business growth, while meeting regulatory and risk standards in the Boost Wallet environment.

• Define and own the overall Cx strategy aligned with business goals and regulatory requirements.
• Establish CX Standards, service principles and experience metrics across organization.
• Oversee escalation management for high-risk cases (fraud, chargebacks, regulatory complaints).
• Ensure consistent service quality across channels (in-app, call centre, email, chat, social media).
• Together with marketing, co-own voice of customer programs including surveys, feedback loops, app reviews and social listening.
• Translate insights into actionable recommendations fo...