Senior Manager, Customer Experience - EChannels

Summary

• Manage and lead CX strategies by maintaining oversight of end-to-end customer experience across all touchpoints
• Understand customer needs and behaviors to design the customers’ journey
• Collaborate with various stakeholders to drive CX programs ad initiatives
• Map and design customer journey and experience across all targeted segments
• Define, measure and continuously improve metrics that represent customer’s experience throughout the customer’s lifecycle
• Lead the 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 supervise and oversee the planning and execution of the organization’s overall customer experience goals
• Responsible for shaping 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

Customer Experience

• Responsible to develop holistic customer journeys and shaping all customer touchpoints and to drive customer conversion rates across all stages of engagement
• Responsible to design and implement impactful CX advocacy campaigns to create visibility of the Bank’s alignment commitment towards its CX promises and sustainable culture to deliver unrivalled customer service
• Define and implement 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
• Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey

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

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