AGM - Customer Experience - Logistics

1. CX Strategy Execution & BU Alignment Translate enterprise CX strategy into BU-level execution plans and priorities. Partner with Sales, Operations, and Service teams to embed CX principles in day-to-day workflows. Drive adoption of standardized onboarding, service, and communication frameworks. Ensure consistency of customer experience across clusters and accounts. 2. Voice of Customer (VoC) & Insights to Action Govern NPS, CSAT, and feedback mechanisms executed by CSM teams. Consolidate insights across accounts to identify recurring themes and systemic gaps. Convert customer feedback into actionable improvement charters for BUs. Track customer health trends, early warning signals, and churn risks. 3. Experience Governance & Service Excellence Define and enforce service standards for on