Head of Customer Experience (Customer Experience / Lifecycle / Management) at CA Global

Our client is the banking space is seeking to employ a Head of Customer Experience to serve as the bank’s subject matter expert on customer journey mapping and user experience design and customer value proposition.

Responsibilities:

• Collaborate with other stakeholders to ensure the customer experience process integrates with day-to-day tasks, decisions and implementations e.g. working with the CTO to incorporate customer experiment requirements into software designs
• Measure and Monitor adherence to the defined customer journeys
• Define and maintain the bank’s customer value proposition strategy and framework, to achieve stated objectives, reduce churn, enhance customer longevity
• Responsible for the creation of the best user experience across various CX platforms, products and touchpoints in the bank
• Collaborate with product owners to achieve product-market fit and provide customer insight during product development
• Use data and knowledge of customer expectations to review CX and UX across the various service delivery channels
• Co-design and implement the user experience across the various touchpoints
• Benchmark the Bank’s CX, UI, UX performance against peers and key performance indicators (KPIs) targets to identify improvement opportunities
• Develop, implement and manage a world-class customer lifecycle framework to activate and accelerate revenue
• Define the value proposition(s) and support the communication of the value propositions to the customer
• Design, map and oversee implementation of the Customer Journeys

Requirements:

• 10+ years’ experience in the banking or finance space
• 2+ years’ experience in a similar role
• A tertiary qualification is needed

Benefits and Contractual information:

• Permanent position
• Above market related package