Embed customer centricity into the culture of the Bank and behavior of all Bank staff, turning the Bank into a customer-centric organization, thereby elevating excellence in customer experience as a key differentiator from the competition. Delivery has the highest level of satisfaction and brand advocacy among customers

• Manage all governance matters around customer experience, including the Customer Experience Council agenda and meeting schedule, and customer feedback, complaints, resolution, and monitoring.
• Design and implement customer experience improvement activities across the Bank, to embed customer centricity into the Bank’s culture.
• Conduct regular focus group research to obtain Voice of Customer, turn the results into actions, and monitor the performance of those actions.
• Manage a complaint ticketing system and monitor resolution of those complaints.
• Design and manage policies procedures about customer complaints, consumer protection, etc.
• Embed customer satisfaction measuring tools throughout customer touchpoints (physical and digital) and monitor the results.
• Regularly implement Customer Satisfaction Survey and/or Net Promoter Score to measure customer satisfaction and brand advocacy.
• Develop and launch training programs to develop the customer centric mindset among all staff.
• Design and launch award & recognition programs reinforcing customer centricity as a core value of the Bank.

• 10+ years in an organization and industry that is customer driven.
• Leadership experience in driving culture change.
• Strong stakeholder management and change management capability.
• Ability to coordinate projects and initiatives across all divisions of the Bank.
• Passion for customer experience and service innovation.
• Excellent both written and spoken in English