Head of Customer Experience, Group Retail Banking

Duties & Responsibilities

Strategic Objective:
To drive the Bank’s performance by aligning customer experience strategies with business goals, enhancing customer satisfaction, loyalty, and operational efficiency to support revenue growth, cost optimization, and strategic execution.

Financial Performance

• Develop and execute customer experience strategies that directly contribute to achieving the Bank's key performance indicators, including revenues, costs, profits, and strategy execution.
• Drive initiatives that enhance customer loyalty, increase cross-selling and upselling opportunities, and support new customer acquisition to align with the Bank's growth objectives.
• Leverage digital transformation and AI technologies to optimize customer service costs and improve operational efficiencies.
• Proactively manage divisional expenditures, balancing customer experience delivery with budgetary constraints.

Business Strategy Execution

• Create and implement a forward-thinking customer experience strategy aligned with the Bank’s digital and product strategies to meet long-term business goals.
• Define and lead customer experience initiatives aimed at improving satisfaction, retention, and Net Promoter Score (NPS).
• Identify emerging trends and technologies that will drive innovation in customer experience offerings (e.g., digital banking, omnichannel services).
• Ensure customer experience strategies comply with regulatory requirements, risk management frameworks, and business objectives.
• Collaborate with marketing, operations, and support functions to ensure alignment with customer segmentation strategies and enhance customer engagement.
• Champion a customer-centric culture across the organization, ensuring that employees at all levels are aligned with the Bank's customer-first values and empowered by tools like CRM systems.

Operational Excellence and Process Optimization

• Continuously improve the efficiency and seamlessness of customer touchpoints, from onboarding to service delivery.
• Lead initiatives to reduce turnaround time (TAT) for key customer processes, such as account opening, financing approval, and issue resolution.
• Improve First Contact Resolution (FCR) rates and enhance service efficiency across all banking channels.
• Optimize the use of automated and self-service channels (e.g., chatbots, call centers) to increase operational efficiency and improve customer satisfaction.
• Implement process measurement and monitoring mechanisms to assess the duration and effectiveness of customer-related processes from initiation to resolution.

Customer-Centric Strategy

• Develop segmentation strategies that tailor experiences based on customer behavior, preferences, and financial needs.
• Optimize the use of Customer Relationship Management (CRM) tools to analyze customer insights, improve engagement, and drive personalized interactions.
• Ensure integration between CRM systems, digital, and physical channels to deliver a unified and seamless customer experience across all touchpoints.
• Measure and assess the effectiveness of customer loyalty programs and initiatives, ensuring they align with the Bank’s overall strategy.
• Collaborate with UX/UI teams to enhance the usability of digital banking platforms, ensuring consistent and high-quality experiences across online and mobile channels.
• Proactively identify and address potential risks to the customer experience, implementing preventative measures as necessary.

Leadership and Team Development

• Lead, mentor, and manage cross-functional teams to drive customer experience initiatives that align with the Bank’s strategic vision.
• Establish clear performance metrics and KPIs for the team, focusing on responsiveness, resolution times, and innovation contributions.
• Foster a culture of collaboration between departments (e.g., marketing, operations, IT) to advance customer experience improvements and innovations.
• Promote continuous learning and development within the team, empowering employees to grow and contribute to the Bank's success.
• Provide coaching and mentorship to staff, with a focus on leadership development, succession planning, and career advancement.

Job Requirements:

• 15 years of experience in the banking or related industries, with at least 8 years in managerial role focused on customer experience, service management, or digital banking.
• Deep expertise in customer experience frameworks and best practices.
• Proven ability to create a compelling customer experience vision and inspire teams to achieve it.
• Strong managerial skills, with a focus on fostering a sales-driven, performance-oriented culture.
• Exceptional communication, interpersonal, and business acumen, with the ability to collaborate effectively with executives, department heads, and external stakeholders.
• Expertise in aligning customer experience strategies with broader business goals and financial performance.
• Proficiency in CRM platforms (e.g., Salesforce, HubSpot, Microsoft Dynamics) and analytics tools (e.g., NPS, CSAT, CES, Medallia, Qualtrics) for managing and evaluating customer relationships.
• In-depth knowledge of customer experience across banking channels (digital, branch, service touchpoints) and strong understanding of the financial services industry.
• Deep insights into emerging technologies such as AI, machine learning, and fintech innovations that can enhance customer experience.