Strategy & Governance Manager at First Bank

DUTIES & RESPONSIBILITIES

• Coordinate and manage the end-to-end execution of EMC meetings: agenda preparation, stakeholder engagement, minutes documentation, resolution tracking, and governance reporting.
• Develop and maintain CX strategy documents, frameworks, operating models, charters, policy manuals, and governance protocols across the enterprise.
• Monitor the implementation of strategic CX initiatives and ensure alignment with the Bank’s transformation roadmap and corporate scorecard priorities.
• Work with key stakeholders (Product, Technology, HR, Risk, Channels, Subsidiaries) to ensure that customer-centric design principles are embedded in all change programs, digital transformation efforts, and operational improvements.
• Institutionalize an enterprise-wide CX governance model — including approval processes, escalation pathways, initiative prioritization models, and performance review cadence.
• Manage the CX Office’s internal calendar, operating rhythm, initiative tracker, and reporting timelines in alignment with management expectations and EMC mandates.
• Build and maintain a knowledge management hub for CX frameworks, standards, benchmarks, best practices, and training resources.
• Collaborate with Communications and HR teams to reinforce CX culture adoption bank-wide via training, storytelling, executive sponsorship, and campaign integration.
• Provide strategic support for CX transformation projects and lead cross-functional working groups where required.
• Track and report value realization from CX initiatives in collaboration with the Measurement & Insights team.

JOB REQUIREMENTS

Education

• Bachelor's degree in Business Administration, Strategy, Social Sciences, or related discipline.
• MBA or Master’s in Strategy, Governance, or Organizational Development preferred.
• Professional certifications in Project Management, Governance, CX (e.g., CCXP), or Change Management are advantageous.

Experience

• Minimum of 5–8 years in strategic planning, governance coordination, customer experience, or transformation management in a financial services or consulting environment.
• Demonstrated experience managing committees, governance cycles, strategic reporting, or project coordination at senior levels.