CX Specialist

Job Description: Customer Experience (CX) Specialist (Banking)

Job Overview

We are seeking a data-driven and empathetic Customer Experience (CX) Specialist to join our retail banking team. In this role, you will be the champion of our customers, working across departments to design, implement, and optimize the end-to-end banking journey. You will analyze customer feedback, map user journeys across digital and physical branches, and drive initiatives that increase customer satisfaction, retention, and loyalty.

Role : Customer Experience 

Indurstry : Banking

Reports To: Head of Customer Experience / CX Manager

Employment Type : 12 Months Contract

Key Responsibilities

1. Journey Mapping & Touchpoint Optimization

Map End-to-End Journeys: Design and maintain comprehensive customer journey maps for key banking processes (e.g., account opening, loan applications, mobile app onboarding, and dispute resolutions).

Omnichannel Alignment: Ensure a seamless, frictionless transition for customers moving between digital banking platforms (mobile/web), call centers, and physical branches.

Pain Point Identification: Identify bottlenecks, dropped applications, or high-effort touchpoints and propose actionable, customer-centric solutions.

2. Voice of the Customer (VoC) & Data Analytics

Manage Feedback Loops: Oversee the collection and analysis of customer feedback through surveys (NPS, CSAT, CES), focus groups, and social listening.

Data-Driven Insights: Translate complex customer data and behavioral analytics into clear, actionable insights for product, IT, and branch operations teams.

Root Cause Analysis: Investigate recurring customer complaints or dips in satisfaction scores to address underlying systemic issues.

3. Cross-Functional Collaboration & Culture

Advocate for the Customer: Act as the voice of the customer in cross-functional project teams, ensuring CX standards are integrated into new banking products and financial technologies.

Training & Enablement: Partner with Human Resources and Training teams to develop CX guidelines and culture programs for front-line branch staff and contact center agents.

Required Skills and Qualifications

Education & Experience

Degree: Bachelor's degree in Business Administration, Marketing, Psychology, Data Analytics, or a related field.

Experience: 3–5 years of experience in Customer Experience, Customer Success, or Service Design—ideally within the banking, FinTech, or financial services sectors.

Certifications (Preferred): CCXP (Certified Customer Experience Professional) or Six Sigma certification is a strong plus.

Technical & Soft Skills

Banking Knowledge: Solid understanding of core retail banking products (accounts, loans, mortgages) and regulatory compliance frameworks (e.g., KYC, AML, consumer privacy laws).

Analytical Tools: Proficiency with CX management platforms (e.g., Medallia, Qualtrics), data visualization tools (Power BI, Tableau), and journey mapping software.

Empathy & Communication: Exceptional communication and storytelling skills—the ability to turn dry data into a compelling human narrative that inspires action across stakeholders.