Head, Customer Experience Design at Deloitte

Job Description

• We are looking for a candidate, who will be responsible for creating, managing and executing the customer experience strategy of the organization.
• S/he will supervise and oversee the strategy, planning and execution of the organization's overall customer experience goals including customer journey articulations across business areas.

Job Responsibilities

• Develop and deploy the company's customer experience strategy.
• Establish and roll-out the company's customer experience maturity roadmap for holistic management and incremental sophistication as internal capabilities increase and external expectations evolve.
• Develop an efficient portfolio of customer experience insights and analytics that provide an integrated view of each customer experience for each segment of the Bank.
• Develop an effective portfolio of internal communications that educate employees about customer experience realities, expectations, goals, improvement and innovation techniques and engagement opportunities, emphasizing specific ways different roles can make a difference in customer lifetime value.
• Develop customer experience performance dashboards that connect lagging indicators of market performance and leading indicators of team performance related to key drivers of customer lifetime value.
• Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience.
• Develop recognition for formal and informal collaboration that resolves issues, prevents issues, and creates value for internal and external customers.

Requirements

• Minimum educational level - Bachelor's Degree in Social Science or Humanities or HND with a Master's Degree
• Minimum requisite experience - at least 10 years work experience in related field including at least 5 years at management level.
• Understanding of banking products and services.
• Ability to understand business objectives and align customer experience accordingly.
• Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centered design and performance management.