About the Role
We are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which we operate. The successful candidate will lead and deliver strategic customer experience transformation programs that support our customer-centric vision. This role is responsible for identifying transformation opportunities, driving cross-functional initiatives, improving customer journeys, embedding CX governance, and ensuring measurable business and customer impact through sustainable change.
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Principal Accountabilities
Strategy & Transformation Delivery
- Lead the design, planning, and execution of enterprise-wide CX transformation programs.
- Ensure alignment of transformation activities with organizational objectives.
Customer Journey Transformation
- Lead customer journey mapping and service redesign initiatives across key touchpoints.
- Identify and prioritize customer pain points through analytics, research, and voice-of-customer insights.
- Drive initiatives that improve customer satisfaction, effort, loyalty, and retention.
Program & Project Leadership
- Manage a portfolio of CX initiatives, ensuring delivery within scope, budget, and timelines.
- Monitor realization of business benefits and customer outcomes.
Stakeholder Management
- Act as a trusted advisor to business leaders on customer experience improvements.
- Facilitate alignment among business units and functional teams.
- Present recommendations, business cases, and transformation progress to leadership.
Performance Management & Insights
- Define and monitor CX KPIs, customer satisfaction metrics, and transformation scorecards.
- Utilize customer and operational insights to drive data-led decision making.
- Produce executive-level reports and performance reviews.
Change Management & Capability Building
- Drive customer-centric culture and adoption of CX best practices.
- Lead workshops, training sessions, and awareness programs.
- Coach business stakeholders on customer journey management and service excellence.
Team Leadership
- Support and coach CX Transformation Officers and project resources.
- Foster a high-performance environment focused on collaboration and innovation.
Requirements
Education and Experience
- Bachelor's degree in Business Administration, Customer Experience, Marketing, Management, or a related field.
- Master’s degree or professional certifications are advantageous.
- PMP, PRINCE2, Agile, Lean Six Sigma, Prosci Change Management, CCXP, or equivalent.
- 3+ years of relevant experience in Customer Experience, Business Transformation, Strategy, Consulting, Process Excellence, or Program Management.
- Proven experience leading cross-functional transformation initiatives.
- Experience engaging with senior stakeholders and executive leadership.
