Key Result Areas & Outcomes expected from the Role

Service Analytics & Customer Insight:

Strong grounding in customer lifecycle analytics, CX dashboards, NPS/CSAT metrics, servicetrends, operational performance indicators, and root-cause analysis.
Service Agility & Calculated Risk-Taking:

Ability to take calculated risks, challenge status quo, innovate, and identify unmet customer needs and emerging behavior patterns.
Collaborative Service Negotiation:

Ability to collaborate with internal stakeholders to drive CX initiatives, influence through data, secure buy-in, and align multiple departments to customer-first outcomes.
Entrepreneurial Customer-Centric Mindset:

Ability to foresee customer expectations, market shifts, and loyalty drivers; create strategic CX solutions that enhance long-term brand value.
Strategic Service Leadership:

Develop clear CX vision, roadmap, and frameworks to deliver a distinctive Vianaar homeown...