A good employee says, "I know that this is a serious problem, it's hurting our customers and we can do better, but I can't do a thing about it because it's run by a different department."
A version of this might conclude with, "And I don't even know the name of the person who's responsible."
This is a sure sign of systemic failure as well as a CEO who is not doing the job she should be. When smart people who care get frustrated, something is wrong.
This lack of responsibility/communication is not a feature or a benefit that helps customers or shareholders. This is a flaw in the system of the big company, a cost of having a larger organization. The very same system that allowed the organization to become big and powerful is showing serious cracks.
It doesn't have to be this way. But it will unless senior management hires, trains and organizes to avoid it. Is there a more important issue to be worked on?