Manager, Journeys Management, Consumer Customer Experience Management MY

Key Responsibilities *

1. Develop and execute comprehensive customer experience strategy for Consumer Banking MY.
2. Utilize customer feedback and data analytics to gain insights into customers needs, behaviours and preferences.
3. Identify key areas of improvements in end to end customer journeys and liaise with key stakeholders to implement solutions.
4. Develop and maintain standardized processes to ensure consistent customer experiences and service excellence across all touchpoints.
5. Drive CX-related initiatives through innovative products, services and interactions.
6. Analyze CX data to indentify trends, patterns and insights for continuous improvements.
7. Any other responsibilities/tasks as assigned by the Management from time to time.

Relevant Work Experience

Minimum 4-6 years of experience in customer service or project management role with proven track record of improving CX processes and outcomes as well as experienced in developing and implementing CX strategies.