About this Role
We are seeking an innovative and strategic Head of Customer Experience to lead our customer experience transformation initiatives. In this leadership role, you will champion the voice of the customer, drive enterprise-wide initiatives, facilitate senior stakeholder engagement and ensure complaint handling practices adhere to regulatory standards.
Key Responsibilities
- Lead customer experience transformation initiatives by enhancing customer onboarding, service delivery channels and overall customer journeys
- Develop strategies to improve client journeys and resolve complaints in line with regulatory standards and guidelines
- Establish, monitor and review Customer Experience metrics to track performance and support continuous improvement initiatives
- Leverage customer feedback and operational data to identify new opportunities and guide decision-making
- Act as key liaison with regulators
Requirements
- A recognised Degree in Business, Finance, Marketing, Technology or related discipline
- At least 15 years of experience in Customer Experience, Transformation, Strategy or any related field, preferably in the banking or financial industry
- Strong experience in improving multi-channel customer journeys and using data and operational metrics to guide decisions
- Strong organisational change management capability and ability to build a customer experience-focused culture at enterprise level
- Strong communication, stakeholder management, negotiation, analytical and problem-solving skills
- Proven leadership and people management experience
