This role involves ensuring all journey designs are customer-centric and responsive to client feedback and needs. The manager will produce and exercise test procedures, identify errors on new and existing journeys, and undertake user experience research to enhance the optimal user experience. A thorough understanding of the customer journey from end-to-end is essential, along with the integration of Consumer Protection Regulation in journeys, communication, and new products and services. Innovation and customer-centricity are key, as the department strives to deliver contemporary digital experiences that meet customer needs. The manager will also detect and track digital/process defects via the Voice of Customers and provide timely solutions for identified gaps, analyzing client data to further enhance the customer experience.
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Responsibilities include improving Customer Satisfaction and Net Promoter Score through enhanced digitized experiences, participating in journey design and testing, collaborating with team members and stakeholders, interacting with customers, and analyzing their feedback. The role requires working across all levels, functions, and divisions to elevate service standards and escalating any concerns to management as needed.
Candidates should exhibit professionalism, proactivity, and customer-centric communication. They must possess strong analytical abilities to understand situations and data, offering logical insights and resolutions while recommending process and product improvements. Exceptional skills in stakeholder engagement for problem resolution are necessary, along with an in-depth understanding of retail banking products, services, processes, and system complexities.
