Job Description

CX Governance & Strategic Leadership

• Establish and lead the Bank's Customer Experience governance framework, ensuring effective oversight, accountability, and enterprise-wide compliance.
• Define and drive the Bank's CX strategy, priorities, governance standards, and long-term roadmap.
• Ensure alignment of customer experience initiatives with the Bank's strategic objectives, conduct risk framework, and regulatory expectations.
• Provide executive-level guidance on customer fairness, customer outcomes, and customer-centric transformation programs.
• Chair and participate in relevant governance committees to review customer experience performance, risks, and strategic initiatives.

Business Conduct & Fairness Risk Governance

• Provide strategic oversight of the Business Conduct & Fairness Risk Framework (BC&FRF) across the Bank.
• Ensure enterprise-wide alignment and adoption of conduct and fairness principles across products, channels, and customer journeys.
• Review and approve significant conduct-related escalations and customer impact matters.
• Provide direction on remediation strategies for material customer fairness and conduct concerns.

Product Governance Oversight

• Oversee customer experience and conduct-related aspects of product governance throughout the product lifecycle.
• Ensure customer needs, transparency, fairness, and suitability considerations are incorporated into product decisions.
• Provide governance oversight and approvals for major product initiatives with significant customer impact.
• Challenge and guide product teams to ensure customer-centric outcomes are embedded within product propositions.

Regulatory Engagement & Governance Reporting

• Act as the senior CX representative for engagement with regulators and external stakeholders on customer governance-related matters.
• Oversee preparation and review of regulatory submissions, management reports, and governance updates relating to customer experience and conduct risk.
• Present customer governance matters, key risks, emerging trends, and strategic recommendations to Board Committees, Senior Management Committees (SMC), and Executive Forums.
• Ensure timely escalation of material customer-related risks and regulatory concerns.

Assurance, Audit & Inspection Oversight

• Provide executive oversight of Internal Audit observations, regulatory inspections, and assurance reviews relating to customer experience, conduct, and governance practices.
• Oversee management responses and remediation governance for regulatory examinations and audit findings.
• Monitor progress and effectiveness of corrective actions arising from Internal Audit, State Bank inspections, and Internal Review & Compliance Review (IRCR) activities.
• Ensure appropriate reporting and escalation of significant issues to senior management and governance committees.

Customer Journey Transformation & Process Excellence

• Lead enterprise-wide process re-engineering initiatives to simplify, optimize, and enhance customer journeys.
• Develop and maintain customer experience process improvement methodologies, governance standards, and best practices.
• Drive transformation initiatives aimed at reducing customer effort, improving service quality, and enhancing customer outcomes.
• Ensure customer-centric design principles are embedded across business processes, operating models, and service delivery frameworks.
• Champion continuous improvement and innovation to strengthen customer satisfaction and loyalty.

Stakeholder Management

• Build strong relationships with senior business leaders to embed customer-centric decision-making across the organization.
• Influence strategic decisions through customer insights, governance recommendations, and risk-based assessments.
• Foster a culture of accountability, fairness, transparency, and customer advocacy throughout the Bank.

Minimum Educational qualification:

• Bachelor’s / Master's in business, Marketing, IT, Design, or related field.

Minimum experience:

• Minimum 15 years of experience in customer experience.