Role Purpose
Accountable for designing and aligning enterprise-wide experience strategies across multiple domainsCustomer, Brand, Digital, Employee, and Partner. This role acts as a strategic integrator, ensuring consistent execution through structured frameworks, coordinated planning, and cross-functional alignment. Generate best practice benchmarks end to end. Works closely with corporate functions (Technology, Finance, HR, Legal, etc.) to ensure experience initiatives are strategically aligned, future-ready, and deliver measurable business value while enabling long-term growth.
Job Description
Design Integrated Experience Strategy
- Translate company vision into experience strategy.
- Develop guiding principles across domains (CX, BX, EX, PX).
Align Cross-functional Planning
- Facilitate planning across BUs.
- Set shared OKRs/KPIs and integrate them into roadmaps
Govern & Monitor Execution
- Manage MX Index Across company
- Lead forums and governance rituals.
- Evaluate initiatives and adjust strategic roadmap based on outcomes.
Drive Strategic Communication & Enablement
- Build internal campaigns and toolkits.
- Train and enable business units to adopt experience strategies.
Innovation & Trend Intelligence
- Democratize Innovation via MX Innovation Hub Platform, monitors and execute initiatives.
- Provide strategic foresight for future-ready planning.
Qualifications
- Experience: 6+ years of progressive experience in strategic planning, business transformation, corporate strategy, or a related field with a strong focus on enterprise-wide experience (Customer, Brand, Employee, etc.). A background in Telecommunications is a significant advantage.
- Leadership: 2+ years of experience leading cross-functional initiatives and influencing senior leadership in a complex corporate environment.
- Strategic Impact: Demonstrated experience designing and implementing integrated, enterprise-level strategies that align multiple business units and corporate functions (e.g., Technology, HR, Finance).
- Proven Track Record: A proven history of linking experience initiatives to measurable business value, including financial outcomes, operational efficiency, and long-term growth.
- Education: Completed Bachelors degree MBA or equivalent in Business, Strategy, Marketing, or a related field.
- Environment: Experience thriving in a fast-paced, high-growth, and matrixed corporate structure.
- Governance: Expertise in establishing and managing governance frameworks, setting shared OKRs/KPIs, and facilitating senior-level strategic planning forums.
- Industry Knowledge: Deep understanding of the Telecommunications industry and its unique challenges and opportunities regarding customer and partner experience.
Core Competencies & Expertise:
- Strategic Integration: Ability to synthesize the company&aposs vision into a cohesive experience strategy across multiple domains (CX, BX, EX, PX) and create actionable roadmaps.
- Influence & Communication: Exceptional communication, presentation, and interpersonal skills, with the ability to build alignment and drive change across all levels of the organization, from C-suite to operational teams.
- Business Acumen: Strong analytical and problem-solving skills with the ability to interpret market trends, analyze complex data, and provide strategic foresight to inform executive decisions.
- Enablement & Transformation: Skill in creating and deploying enablement tools (e.g., playbooks, training programs) to ensure business units can successfully adopt and execute new experience strategies.
- Broad Technical Understanding: Familiarity with the principles of enterprise architecture, data analytics platforms, and modern experience management technologies (e.g., CRM, customer feedback platforms) from a strategic perspective.
- Excellent communication, presentation, and interpersonal skills.
