Head of Customer Experience Strategy

This Head of Customer Experience Strategy will oversee the entire customer journey, including digital touchpoints, optimising service delivery, and ensuring a seamless and personalised banking experience across all channels.

What you'll do:

As the Head of Customer Experience Strategy, you will play a crucial role in shaping the future of our client's business. You will be responsible for developing and implementing a comprehensive customer experience strategy that aligns with the business goals.

• Support the bank in achieving its Business Performance KPIs by aligning customer experience strategies with revenue growth and cost optimisation goals.
• Identify emerging trends and technologies to innovate CX offerings.
• Ensure process improvement on every customer touchpoint from onboarding to service is seamless, efficient, and customer-centric.
• Manage employee’s personal growth and development within your team.
• Work closely with UX/UI teams to improve online and mobile banking usability.

To succeed in this role, you are required to possess experience in customer experience across all channels and touchpoints.

What you bring:

The ideal candidate for the Head of Customer Experience Strategy position brings more than 10 years' experience in the Banking industry or related industry with at least 5 years in a leadership role focused on customer experience, service management, or digital banking.

• Strong knowledge of customer experiences frameworks and best practices.
• Proficiency in CRM platforms like Salesforce, HubSpot or Microsoft Dynamics for managing customer relationships.
• Experience with analytic tools such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES) and sentiment analysis (e.g., Medallia, Qualtrics).
• Excellent insights into emerging technologies such as AI, machine learning and fintech trends.
• Degree in any related discipline or equivalent experience.

What sets this company apart:

Our client is a leading financial institution that values innovation, customer satisfaction, and employee growth. They are committed to providing a seamless and personalised banking experience across all channels. They believe in fostering a culture of continuous learning and development, encouraging their employees to grow and reach their full potential. This is an exciting opportunity to join a company that is at the forefront of digital banking and customer experience.

What's next:

Ready to take your career to the next level? Apply now!

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C