Role Purpose
A senior governance role responsible for stewarding experience standards and governing improvement actions, without owning delivery. The role ensures that approved experience and service design outputs are translated into clear, measurable standards, and that when experience issues arise, actions are defined, owned, tracked, and escalated appropriately.
Key Responsibilities
Experience Standards Stewardship
Act as custodian of experience and service standards, maintaining a single source of truth. Translate approved design outputs into clear, measurable, and governable standards. Govern the lifecycle of standards, including approvals, updates, and retirement.
Governance & Assurance
Define how standards compliance and experience risk are monitored and reviewed. Partner with insight and assurance functions to identify systemic gaps and repeat issues.
Action Governance & Tracking
Govern experience improvement actions arising from insight, audits, and standards gaps. Ensure actions have clear scope, ownership, and timelines. Maintain visibility of progress and escalate risks or stalled actions.
Continuous Improvement
Use outcomes of actions and insight to evolve standards and governance frameworks. Feed learnings back into design and service functions where appropriate.

Experience & Skills
8–10+ years in experience governance, standards, service excellence, or assurance roles. Strong accountability, facilitation, and escalation capability. Comfortable influencing outcomes without owning delivery.