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Key Responsibilities
Project Management
- Key liaison for CX transformation matters, tracking and monitoring project progress, consolidating updates from respective units.
- Lead the implementation of CX transformation strategies, focusing on elevating the Bank's overall customer experience in the Bank.
- Assist in developing project plans, including timelines, milestones, and deliverables, identifying potential roadblocks and proactively implement solutions to ensure projects/initiatives are completed on time, within its scope and achieving the expected benefits.
Strategic Planning
- Assist in the development of CX strategies and frameworks aligned with organizational goals and transformation of customer experience.
- Conduct market and competitor research, industry benchmarking, data analysis to obtain insights, to identify best practices and propose innovative CX strategies.
- Collaborate with Unit Heads to develop the annual business plans and other strategic initiatives.
Customer-Centric Culture
- Advocate and inculcate customer-centric culture through effective CX initiatives.
- Develop and implement customer-centric change management initiatives to foster a customer-centric and service culture across the Bank.
Communication & Reporting
- Develop customer communication strategies for key projects/initiatives, including content creation, channel proposals, and mockups.
- Review marketing and non-marketing communications to ensure alignment with CX guidelines.
- Oversee the creation and delivery of high-quality content for the CX newsletter, annual reports, and other key communication materials.
- Ensured all content aligned with the Bank's CX transformation goals, maintaining consistency in messaging and tone across all platforms.
- Prepare and consolidate updates from respective units for department updates to the Division Head.
Cross-Collaboration & Stakeholder Management
- Cultivate and maintain strong, collaborative relationships with internal stakeholders, including senior leadership, department heads, and cross-functional team members.
- Serve as a trusted advisor to stakeholders, offering expert guidance and support on customer experience (CX) strategies, initiatives, and best practices.
- Actively solicit stakeholder feedback and incorporate it into project planning and execution to ensure alignment with the Bank's objectives and priorities.
- Key liaison between teams to ensure alignment on goals, priorities, and project deliverables, fostering a synergised approach to CX transformation.
Budget & Vendor Management
- Assist with budget planning, monitoring and tracking of departmental budget, expenses and reporting.
- Key liaison with procurement in sourcing for the department.
- Manage vendor renewals and submissions of requests for collaterals.
Reporting & Administration
- Develop and implement robust tracking mechanisms and reporting frameworks to monitor progress against key performance indicators (KPIs) and CX transformation goals.
- Prepare and deliver regular status reports, dashboards, and presentations for CX leadership and other stakeholders, ensuring timely and accurate communication of project progress and outcomes.
- Compile comprehensive post-meeting reports, discussion notes, and action items to ensure clear follow-up and accountability.
- Prepare detailed management reports and updates on overall customer experience initiatives and projects, highlighting key achievements, challenges, and next steps.
- Support as Secretariat and provide end-to-end support in pre- and post-meeting coordination, including the compilation of approval papers, reports, and preparation of meeting minutes within the stipulated timeframe to ensure efficient and seamless meeting arrangements.
