Oversee the overall RHB Way Programme ensuring timely deliverables and budget control
Oversee the overall risk and compliance of the CX Transformation team.
CX Culture
Design, implement and champion Culture Programme to embed the RHB Way Culture, including standards, behaviours and commitments.
Plan and execute CX Recognition programmes, including awards gala and incentive trips, to drive desire and adoption of the RHB Way across the service chain.
Develop change management plans and internal communications, ensuring awareness, desire, knowledge, adoption, reinforcement of the RHB Way Culture.
Design and manage the CX competency framework and programmes to ensure all RHBians are future ready with customer centricity as a core competency.
CX Design
Serve as the gate-keeper for all new/changes to product, service and channels, ensuring that go-to market implementations are seamless and customer communications are meeting the RHB Tone of Voice Standards.
Support the Head, CX Transformation, as and when required.
