Customer experience is not just a function, it is part of why advisers choose us. Advisers have spent years with software that made them wait, so we answer in minutes, we go further than we need to, and we fix the root problem rather than the ticket. That is how we win firms, it is why churn is close to zero, and it is one of the reasons our best customers know the team by name.
You own CX globally. Today that is a team across London, New York, Sydney and Wellington answering for their own market, and your first job is to make it one function rather than four separate teams. Same standard, same answers, same view of what customers are telling us, wherever the question comes from.
Inbox zero is the baseline, not the goal. The goal is that the volume reaching the inbox falls, the answers get faster, and the reasons people raise tickets get fixed at source. That means building the system the team triages inside, scoping the internal tooling that removes the repetitive work, and working with engineering to get it built.
You are also the voice of the customer inside the business. We ship constantly, and you are the person who tells us how it landed: what came in on day one, what the tickets said by the end of the week, and what is still coming up a month later