Head, CX Strategy, Insights and Governance at First Bank

Duties and Reponsibilities

• Provide subject matter expertise on technology and data-driven business solutions, leveraging best practices from externally and internally derived insights to drive positive value for customers.
• Serve as resource member across all CX related projects driving adherence to timelines, milestones, and cross functional collaboration for successful implementation.
• Plan and manage EMC meetings, schedule, cascade action points and stakeholders’ collaboration.
• Work with stakeholders to identify CX improvement initiatives to drive implementation.
• Drive coordination of First Customer activities across the bank to drive adoption, value realization etc.
• Instruct new users on the application and train existing users on best practices & new functionality.
• Develop, deploy, and maintain training materials and programs on First Customer.
• Manage the proper analysis of customers’ data on product uptake and usage across all products to establish customer engagement opportunities for internal processes or product reviews.
• Creation and management of an integrated insights capability.
• Execute the annual retail customer re-segmentation. 

Job Requirements

• MBA or any advanced degree in business, computer science or information studies
• BSc in Statistics, Mathematics, Engineering, Finance, Business Science, Informatics, or any numerate discipline
• Minimum experience – 10 years relevant experience in the Banking or other relevant Industry.