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The Role

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

What We Are Looking For

• 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

Why This Role

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.