CV/resume and any documents requested on the application portal
Minimum Education Level
bachelor degree
Years of Experience Required
3 years
Key Skills / Competencies
Lead the development, Corporate segments, aligning to the bank’s customer-centric vision, business objectives.<,
Identify customer pain points across end-to-end journeys, lifecycle stages, recommend data-driven improvements to enhance experience, efficiency.<,
Track customer experience, satisfaction scores, initiate improvement actions with the relevant business units.<,
Ensure up-to-date local
Key Duties / Responsibilities
Lead the development and execution of the Customer Experience CX Insights strategy for Business and Corporate segments, aligning to the bank’s customer-centric vision and business objectives.
Leverage customer data, feedback, and analytics to generate actionable insights that drive improved customer satisfaction, loyalty, and commercial outcomes.
Define, track, and report on key CX metrics e.g., NPS, Customer Effort, Key Value Drivers to monitor performance and inform decision-making.
Identify customer pain points across end-to-end journeys and lifecycle stages, and recommend data-driven improvements to enhance experience and efficiency.
Drive cross-functional collaboration with Product, Operations, Digital, and Relationship teams to embed customer insights into solution design, delivery, and continuous improvement.
Lead customer journey mapping and re-engineering initiatives to eliminate inefficiencies, reduce friction, and improve overall service delivery.
Continuously benchmark against local and global CX best practices and market trends to inform innovation and competitive positioning.•
Promote a strong culture of customer-centricity across the organization, ensuring decisions are guided by customer needs and insights.
Ensure all CX insight activities adhere to governance, risk, and compliance frameworks, in line with regulatory requirements and internal policies.
Support the bank’s strategic priorities including growth, digital transformation, and financial inclusion through insight-led initiatives.
Voice of the customer Review & Management - 50%
Drive the radical focus on service delivery across all the customer touch points using data from customer surveys and inhouse complaints.
