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CX Manager - eChannels

Req ID:  4637
Job Description: 

Summary

  • Responsible to develop and implement strategies of end-to-end customer experience across all touchpoints
  • Responsible to organize, plan and monitor the entire customers’ journey in improving customer relationship, dedication and satisfaction
  • Work with various stakeholders to drive CX programs ad initiatives
  • Responsible to establish the design and map of customer journey and experience across all targeted segments
  • Responsible to define, measure and continuously improve metrics that represent customer’s experience throughout the customer’s lifecycle
  • Ensure the journey of customer experience across the organization through review of the full journey including all touchpoints (Customer Acquisition, App and Web, Checkout & Payment, Delivery and Loyalty) to maximize the Customer Experience
  • Responsible to ensure execution of the organization’s overall customer experience goals
  • Responsible to shape the end-to-end experience of the Bank’s touchpoints, driving conversion across key stages of the customer journey, leading the customer experience to achieve business goals, usage and revenue targets

 

Key Responsibilities

 

1. Customer Experience

  • Responsible to ensure holistic customer journeys are developed to drive customer conversion rates across all stages of engagement at all customers’ touchpoints
  • Responsible to ensure the implementation of CX advocacy campaigns to create visibility of the Bank’s alignment commitment towards its CX promises and sustainable culture to deliver unrivalled customer service
  • Responsible to ensure the implementation of standards procedures for ensuring optimal customer experience
  • Responsible in managing the UX of the website and other digital channels
  • Responsible to ensure that customer satisfaction across all engagement points is paramount and embed relevant measures across a range of events and customer focused activities
  • Responsible to ensure close collaboration with all other business functions consistently in delivering great end-to-end experience across stages, channels and touchpoints in the customer journey

 

2. Risk, Control & Governance

  • Ensure adherence and compliance to all internal policies/guidelines and external regulatory requirements
  • Comply with parameter agreed with Risk Management, Shariah, Compliance, internal and external auditors and regulatory bodies
  • Acknowledge and conform that all non-compliance to the regulators and internal procedures will invoke penalty and reprimand
  • To ensure compliance of all the service level agreement

 

3. Project Management

  • To ensure the team to take part in identifying new requirement, processes and ensure implementation of required projects
  • To ensure the team is to provide support and assistance in providing new / updated business requirement for any enhancement or revised processes for the relevant products and services
  • To ensure the team is to partake in any user acceptance and post implementation testing as and when required
  • To ensure all subordinates fulfil the learning requirement and mandatory e-courses as required by Group Human Resource, ORMD, Shariah and Compliance Division

 

Requirements:

  • Degree in any related discipline or equivalent experience
  • More than 3-5 years experiences in relevant proven experience in leading Customer Experience role, preferably experience working in Agile
  • Good understanding in design thinking methodologies and its application to UX/CX
  • Possess high operational-driven. Inclination towards a positive-driven culture.
  • Excellent communication, interpersonal with good characteristics.
  • Be an assertive and innovative team player, highly independent, committed, self-motivated, resourceful and result-oriented.
  • Experience of working in fast-moving banking environment
  • Ability to network across a variety of functions at various levels and external parties.