Manager, CXM - CX Measurement & Insights MY

This role supports and partners closely with the Director of Measurement & Insights, GCXM, to operationalise the Customer Experience (CX) measurement ecosystem. It is responsible for coordinating and executing CX measurement initiatives across both direct and indirect customer feedback and operational data sources, ensuring the effective deployment of measurement frameworks and the delivery of actionable insights. The role prepares key performance reporting and in-depth analyses to monitor CX trends, diagnose the underlying drivers of performance, and identify emerging issues. By translating insights into meaningful recommendations, it helps identify priority areas for CX improvement initiatives and supports data-driven decision making to continuously enhance the end-to-end customer experience.