Experience Lead - Care & Assisted Service

The Episode Experience Lead for Care and Assisted Service defines and manages end-to-end customer journeys across assisted channels, ensuring every interaction aligns with the company's service ambitions. The role involves creating experience blueprints, mapping front-stage and back-stage interactions, monitoring performance metrics, and driving operational excellence. Additionally, the Lead balances innovation with disciplined lifecycle management to improve service quality, reduce customer effort, and enhance frontline readiness.