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Organization and scope

This highly visible role sits within the Customer Experience Consulting team and supports the Asia Pacific PCSD and ISG businesses. The position partners with regional business leaders, sales, services, supply chain, product, quality, support, and global CX teams. It acts as a CX subject-matter lead and advisor, bringing consistency to enterprise CX methods while adapting priorities and recommendations to Asia Pacific market needs.

What success looks like

Leaders receive a clear, evidence-based view of customer priorities; action owners have focused and measurable plans; governance forums surface risks and decisions early; and customer insights are converted into sustained operational and commercial improvement. The CX role enables, governs, influences, and measures progress. Business, regional, and functional owners retain accountability for implementing actions and delivering business outcomes.

Key responsibilities

Regional CX strategy and advisory

• Execute the global CX strategy across Asia Pacific PCSD and ISG, translating enterprise priorities into a focused regional agenda.

• Act as a strategic advisor to regional and business leaders by framing customer issues, business implications, risks, and recommended decisions.

• Identify emerging customer-experience opportunities and systemic barriers across journeys, markets, segments, and business groups.

• Promote consistent CX standards and maturity while accounting for local market, customer, and channel differences across Asia Pacific.

Voice of Customer, analytics, and insight

• Synthesize survey feedback, verbatim comments, operational data, account signals, and research into defensible insights and prioritized opportunities.

• Use AI-assisted and advanced analytical approaches to accelerate theme detection, segmentation, root-cause exploration, and executive reporting, with appropriate validation and human judgment.

• Differentiate customer symptoms from underlying process, product, service, delivery, or ownership issues and identify cross-functional dependencies.

• Maintain transparent methodologies, base sizes, assumptions, and limitations so findings can withstand leadership review.

Governance and action-plan enablement

• Lead the CX governance cadence for Asia Pacific PCSD and ISG, including preparation for Business Critical and other executive reviews.

• Guide regional and functional owners in defining clear actions, milestones, measures, dependencies, and escalation paths tied to customer priorities.

• Monitor progress, challenge stalled or weak plans, identify gaps, and escalate decisions or barriers requiring leadership intervention.

• Maintain an integrated view of significant CX actions and outcomes without transferring business ownership to the CX function.

Journey improvement and closed-loop management

• Apply journey-management methods to identify friction, moments that matter, handoff failures, and opportunities for experience redesign.

• Facilitate cross-functional workshops that move teams from customer evidence to root causes, solution options, and accountable next steps.

• Strengthen closed-loop practices by connecting customer feedback with action, communication, and measurable follow-through.

• Partner with global teams to reuse proven solutions and scale regional learning across PCSD and ISG.

Measurement, impact, and executive communication

• Monitor CX KPIs, leading indicators, action-plan health, and relevant operational or financial measures to evaluate progress.

• Support annual target-setting and ensure metrics are interpreted in context rather than treated as stand-alone scores.

• Assess the contribution and evidence of impact from CX-enabled changes, recognizing when direct financial attribution is not possible.

• Create concise executive narratives, dashboards, and recommendations that clarify what changed, why it matters, and what leaders need to do next.

Capability building and innovation

• Build CX capability among consultants, focals, and partner teams through coaching, reusable methods, playbooks, and communities of practice.

• Stay current on CX, analytics, AI, research, journey management, and governance practices; recommend practical improvements to team methods and tools.

• Improve repeatability and efficiency by standardizing high-value analyses, prompts, templates, and governance artifacts while protecting data and quality standards.
  

Experience and qualifications

• Bachelor’s degree in business, marketing, analytics, research, or related field; advanced degree or recognized CX certification (Certified Customer Experience Professional) preferred.

• Experience in Customer Experience, business consulting, insights, strategy, operations, or a related discipline within a complex global or regional organization.

• Demonstrated ability to influence senior leaders and cross-functional teams without direct authority.

• Strong quantitative and qualitative analytical skills, including the ability to integrate multiple data sources and distinguish evidence from assumptions.

• Experience converting customer insights into prioritized actions, governance mechanisms, and measurable improvement plans.

• Working knowledge of customer-listening platforms, analytics and visualization tools, Power BI, Microsoft 365, and AI-enabled analysis workflows.

• Executive-level communication and storytelling skills, with the ability to simplify complex issues and make recommendations decision-ready.

• Strong facilitation, consulting, and co-creation skills across diverse cultures, markets, and functions.

• Ability to balance strategic thinking with disciplined execution, manage multiple priorities, and operate effectively in ambiguity.

• Experience supporting both product-led and infrastructure, solutions, or services-oriented businesses is preferred.

• Fluency in English required; additional Asia Pacific language capability is an advantage.

Leadership capabilities

• Customer advocacy grounded in business context

• Enterprise thinking across functions and journeys

• Constructive challenge and influence without authority

• Analytical rigor and intellectual curiosity

• Cultural agility and regional sensitivity

• Bias for action, transparency, and measurable follow-through