Customer Centricity - This role contributes to the delivery of customer outcomes that are reliable, thoughtful, and create meaningful impact for customers and society. The role holder is expected to embed a customer first mindset in all decisions and actions by developing a clear understanding of customer needs, taking end to end ownership to resolve issues, and working collaboratively across teams to continuously enhance the customer journey—both directly and indirectly.
The role operates as a dual-hatted position:
(1) a Transformation Partner for responsible functions, driving end-to-end strategy planning and execution; and
(2) a domain SME, leading simplification and efficiency initiatives while ensuring alignment with enterprise strategy. It translates strategic priorities into actionable plans and delivers measurable outcomes, while leveraging deep expertise in process reengineering, productivity improvement, and target operating model design to shape, challenge, and enhance transformation initiatives for sustainable impact.