Head of Customer Experience Division

Head of Customer Experience Division

Position Description
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. Deliver the highest level of satisfaction and brand advocacy among customers

Duties and Responsibilities
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.

Qualifications and Requirements
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.