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Senior Manager, Customer Experience - eChannels

Req ID:  4596
Job Description: 


  • Manage and lead CX strategies by maintaining oversight of end-to-end customer experience across all touchpoints
  • Understand customer needs and behaviours 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 a 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, and 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 driving 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 the optimal customer experience
  • Responsible for managing the UX of the website and other digital channels
  • Responsible to ensure that customer satisfaction across all engagement points is paramount and embedding 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 parameters agreed with Risk Management, Shariah, Compliance, internal and external auditors and regulatory bodies
  • Acknowledge and confirm that all non-compliance to the regulators and internal procedures will invoke penalty and reprimand
  • To ensure compliance with all the service level agreement


Project Management

  • To ensure the team takes part in identifying new requirements, processes and ensure the implementation of required projects
  • To ensure the team is to provide support and assistance in providing new/updated business requirements 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



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