Job Description

• Develop and execute a comprehensive VoC strategy that aligns with business goals. Collaborate with cross-functional teams to ensure the effective integration of customer insights into operational practices.
• Identify and implement necessary changes to improve customer journeys, streamline processes, and eliminate operational bottlenecks.
• Establish a robust framework for collecting, analyzing, and acting on customer feedback.to improve product functionality, processes and tech infrastructure to improve client experience
• Utilize insights to inform strategic decisions and foster a customer-centric culture across the organization.
• Collaborate with internal and external stakeholders to design and implement customer experience initiatives. Facilitate workshops and discussions to drive alignment on strategic priorities.
• Utilize data-driven methodologies (e.g., Lean, Six Sigma) to streamline workflows and eliminate bottlenecks.
• Build and maintain strong relationships with internal stakeholders and cross-functional teams and external partners to integrate customer insights into service enhancements and product development.
• Analyze data and performance reports and update the business, product and operation teams on areas of improvement and recommend corrective actions
• Drive a culture of continuous improvement through regular monitoring and analysis of service performance and customer feedback.
• Stay updated on industry trends and best practices to continuously improve the customer experience, leveraging CX technologies

Key Results areas

• Increased customer satisfaction and loyalty metrics.
• Reduction in customer complaints and churn rates.
• Successful implementation of CX initiatives and process improvements within established timelines and budgets.
• Enhanced employee engagement in customer experience practices.

Improvement in Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT).

Operating Environment, Framework and Boundaries, Working Relationships

• Collaborate with cross-functional teams including Business, Product Development, and Support functions to ensure alignment on customer experience and process improvement initiatives.
• Engage with customers to gather feedback and insights, and potentially with vendors or partners for CX tools and technologies.

Strict compliance to established work instructions and operating procedures

Problem Solving :

Ability to assess complex data and identify patterns or trends.

• Ability to analyze root of problems and define escalation processes and to track problem resolution
• Ability to deal with unstructured and complex problems related to customers, which will need to be resolved by coordinating with main processing units, branches, etc.

Manage the work-related issues faced by the team members in their everyday activities and the inter-departmental interactions.

Decision Making :

• Strong judgment in selecting the best course of action based on data and insights.

• Liaise with executive leadership to ensure alignment on governance strategies.

Authority to recommend process reviews, technology changes and Modifications

Knowledge and Experience:

• University degree with at least 8-9 years in customer service, corporate background, product management or related area within commercial banking
• 5+ years of experience in customer experience management, process improvement, or related roles..
• Strong analytical, reporting, and problem-solving skills.
• Clear and effective communication skills to convey findings and solutions to stakeholders.
• Ability to work with cross-functional teams to brainstorm and implement solutions.
• Proven track record of applying Lean Six Sigma principles to drive process improvements and enhance customer satisfaction.
• Ability to understand technology related issues in keeping with the job demands necessary.
• Clear understanding of market dynamics and the ability to assess trends.

Able to assess the benefits of new technologies being introduced and their impact client experience.