Responsibilities
CX Lifecycle Management
- Own and drive end to end CX lifecycle and processes, from customer onboarding, servicing, engagement, retention, to advocacy.
- Define and manage customer journeys, moments of truth, and service standards across channels (digital, contact centre, intermediaries, operations).
- Drive continuous improvement by identifying pain points, root causes, and experience gaps across the customer lifecycle.
Digital Applications Strategy & Ownership
- Act as platform management for CX related digital applications (e.g. customer portals, mobile apps, self service platforms).
- Define the digital roadmap aligned to CX priorities and business strategy.
- Lead requirements definition, user stories, and acceptance criteria, ensuring solutions are customer centric and business driven.
- Oversee application lifecycle management, including enhancements, releases, adoption, performance, and retirement.
Delivery & Stakeholder Management
- Act as a key liaison between business users and technology teams, resolving trade-offs between customer needs, technical feasibility, and cost.
- Manage vendors and external partners where applicable.
Adoption, Change & Value Realisation
- Define and track benefits realisation, linking CX improvements to operational efficiency, cost reduction, and revenue impact.
- Develop training, communications, and support models to ensure sustained usage and value.
- Establish CX and governance frameworks, including prioritisation, release planning, and performance reviews.
Requirements
- Bachelor's or Master's degree in Business, Information Systems, Engineering, or related discipline.
- 10 years+ working experience in financial industry, consulting or in related project management
- CX, Product, Agile, or Digital certifications are an added advantage.
- Strong organizational, project management, prioritization and multitasking skills
- Ability to translate customer insights into digital and process actions/solutions.
- Proven experience managing CX initiatives across the full customer lifecycle.
- Hands on experience owning or managing digital applications or platforms in a business role
