Assistant Vice President, Customer Experience Transformation and Strategic Initiatives

Your Role

• Role mandate: Candidate will support the Department Head in undertaking the review of Complaint handling function to help improving the efficiency and complaint quality assurance, investigation standards, closure governance, re-open-case drivers, root-cause remediation. The objective is to improve the consistency, quality, and sustainability of complaint resolutions; reduce re-open rates and repeat contacts; and strengthen customer outcomes and MPFA confidence in PCCWS’s complaint-management framework
• Business continuity: The appointment will provide leadership depth and credible succession coverage for the Complaint function, reducing dependency on individual role holders and protecting continuity of customer escalations, regulatory commitments, and operational delivery
• Longer-term value: Once the Complaint function is stabilised, Candidate will support Helen to a Customer Forum to have all stakeholders together, bringing visibility to material customer pain points, assigning accountable owners and tracking improvement delivery.
• Strategic outcome: The role will enable PCCWS to use complaint insights to drive customer-journey improvement, prevent recurring issues and embed greater customer-centric ownership across relevant functions, moving the organisation from reactive complaint resolution towards a proactive and preventive customer-experience model.