You will own end-to-end customer experience across all products and channels, serve as the official voice of the customer at executive level, and drive a culture where customer centricity shapes every decision.
Key responsibilities:
Define and lead the company-wide CX strategy; represent customer interests at ExCom and Management Board
Own all priority customer journeys (onboarding, servicing, digital self-care, complaints, retention, churn) and hold Journey Owners accountable
Establish and chair the CX Council across Operations, Commercial, Digital, IT, Marketing, and Product
Run VOC Governance: NPS, tNPS, CSI, complaint analysis, and corrective action tracking
Mandate CX impact assessment for all product, process, and system changes
10+ years in Customer Experience, with 3+ years at Head / Director / C-level
Proven experience building or transforming CX at scale (1M+ customer base)
Deep hands-on expertise in NPS, VOC, CJM, CSI — as drivers of change, not just reporting
Strong cross-functional influence and strategic thinking
Background in telecom, banking, or fintech preferred
Russian and/or Kazakh required; English is a plus
Real authority to initiate change across the organization. A company ready to invest in CX as a strategic priority — not a cost center. An opportunity to set the CX standard for the market.
If you have built something, changed something, and measured the impact — we want to hear from you.