This role owns the roadmap for one consistent experience regardless of which channel a customer or advisor chooses, driving improvement in Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Contact Resolution, and digital containment, and in the operational outcomes that prove digital transactions work: cycle time, NIGO rate, and straight-through processing. Defining KPI and OKR frameworks that measure outcomes, not just outputs: NPS, CSAT, First Contact Resolution, and digital containment on the experience side; cycle time, NIGO rate, straight-through-processing rate, and advisor adoption on the operational side.