Senior CX QA & Governance Specialist (Projects)

Job Description

Lead the planning and execution of CX QA & Governance initiative by driving the VOC Platform implementation for NPS and CSAT, establish clear project plans and governance, and work across teams to turn customer feedback into measurable service improvements.

Responsibilities

1. Develop the CX QA & Governance strategic plan and project roadmap, translating priorities into milestones, owners, timelines, and success measures.
2. Lead the planning and execution of the VOC implementation for NPS and CSAT, including requirements, business rules, testing, launch readiness, and adoption.
3. Govern Feedback Management processes to ensure survey data, reporting, and insights are accurate, timely, and actionable.
4. Plan and coordinate Customer Management initiatives, including customer segmentation, engagement approaches, and service recovery processes.
5. Establish and improve closed-loop feedback processes so customer issues and insights are assigned to the right owners, acted on, and tracked through resolution.
6. Monitor project progress, dependencies, and risks; drive mitigation actions and escalate decisions when needed.
7. Define and track outcomes for each initiative, including improvements to feedback quality, response handling, customer experience, and divisional KPIs.
8. Lead post-implementation reviews and working sessions to identify lessons learned and improve processes.
9. Provide clear progress reports and recommendations to CXD leadership and relevant governance forums.
10. Guide project teams and junior team members on planning, execution, stakeholder coordination, and delivery practices.
11. Work closely with business, technology, data, operations, and channel teams to align requirements and deliver end-to-end solutions.

Requirements

1. Bachelor’s degree in Business, Project Management, Data Analytics, Customer Experience, or a related field.
2. 6–10 years of experience in CX, project management, PMO, feedback management, customer management, or related roles.
3. Experience implementing customer feedback platforms, NPS or CSAT programmes, or closed-loop feedback processes.
4. Strong ability to develop strategic plans and translate them into practical project plans and measurable outcomes.
5. Strong stakeholder management, facilitation, analytical, reporting, and communication skills.
6. Experience coordinating cross-functional projects involving business, technology, data, and operations teams.