Job Title

Head, Customer Experience

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Job Description

Our client, one of the largest first tier Retail Banking institutions, making a move towards digital transformation, with data at the
heart of its decision-making process, seeks a manager to drive its customer experience function.
This role will be a core part of the Customer Experience and Value Management team, charged with the responsibility of
developing and delivering the Bank’s customer retention strategy.


Primary job purpose

The primary purpose of this role is to formulate the Bank’s CX strategy and manage interactions between the customer and the
Bank throughout the customer lifecycle as well as optimize interactions from the customer’s perspective in order to
foster loyalty.
Duties and responsibilities
Develop & execute strategy for enhancing customer experience, engagement and advocacy
Develop and own the customer experience matrix of managing customer engagement, loyalty and grievance redressal
Design and execute strategies aimed at re-engineering customer facing processes, with focus on time, quality of
interactions and cost
Identify the most appropriate customer experience metrics of perception, behavior and outcomes to track and
implement, and continuously innovate ways to understand our relationship with our customers
Build a strong customer-centric culture in the organization
Drive rigorous quantitative and qualitative analyses of customer feedback, journeys and pain points using leading
research practices and analytics methodologies
Develop and manage relationships with key internal and external stakeholders including Retail Banking, Wholesale
Banking, Digital Banking, Treasury, Branches, Regulators, IT vendors and operations to achieve customer experience
objectives or correct customer experience failures
Develop technological/ digital interfaces for enhancement of customer experience in collaboration with digital/ IT
Act as customer champion amongst senior staff and across organization and continually bring worldwide best practices
from across customer focused industries to our organization
Continually assess risks in the business, taking account of changing market and economic conditions, legal and
regulatory requirements, operating procedures and impact of new technology
Develop analytics and framework for governance and business reviews, making proposals for enhancing customer
Ensure internal complaints handling processes comply with legal requirements, industry regulations, bank policies and
professional codes
Facilitate and expedite the speedy resolution of complaints where required
Advise on global/evolving complaints management trends
Be the primary interface with the Ombudsman, appointed by the regulatory
Be recognized as a thought leader through participation at industry conferences and developing productive
relationships across key/large clients at the customer experience operations level

Preferred work experience

Minimum of ten (10) years work experience with 3-5 years leading customer experience management teams across
FMCGs, Telecoms, Banking, Insurance, Fintech and other related sectors.

Academic qualifications

-MBA or any advanced degree
-BSc in any relevant discipline


Prior experience setting up processes for monitoring and evaluating experience on various customer interfaces,
including digital channels
Demonstrated success in developing innovative solutions and resolving bottle-necks within eco-systems
Exceptional experience in managing/leading the customer experience vertical, demonstrating ability to create longer
term strategic shift in client engagement and customer loyalty
Proven ability to build and develop high-performing teams
Knowledge of the Bank and regulatory frameworks for handling customer complaints
Strong communication and negotiation skills
Experience influencing others
Proven execution focus with the ability to “get things done”
Tested entrepreneurial skills with the ability to conceptualize and re-engineer processes within large organizations
Very strong stakeholder and interpersonal skills
Strong people management and leadership skills
Good performance management skills
Excellent numerical & analytical skills will be required to obtain, prepare, assess and assimilate very complex and
detailed information

If you feel challenged by this advert, and believe you can deliver on key expectations outlined above, please send your
application letter along with current curriculum vitae

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