Qualification & Experience

• Minimum of bachelor’s degree in Marketing, Business, Product Development, or similar discipline. Banking experience is a plus
  
• 5 years working in a client engagement or client services role with at least 2 years at a supervisory level
  
• Demonstrated skills for roadmap implementation.
  
• Accustomed to public speaking and engagement both internally and externally
  
• Demonstrated ability to multi-tasks.
  
• Significant experience in client facing role requiring stakeholder engagement.
  
• Demonstrate exceptional cross functional engagement and stakeholder management skills.
  

Service Strategy

• Communicate the overarching customer centric strategy to Retail business unit.
  
• Communicate service framework to Retail business unit to ensure common understanding of CX purpose, service standards and expected service behaviours.
  
• Ensure Core-CX governing practices is communicated to the Retail business unit and buy-in is secured.
  
• Work with the business unit to understand their strategy and articulate the CX sub-strategy with full roadmap.
  

Service Culture

• Enforce the CX KPIs to be measured and tracked weekly by Business Units
  
• Engage front line and back-office staff to ensure CX standards and behaviours are adhered to and reframe their mandates.
  
• Provide adequate training and coaching methodology.
  
• Provide Insights to the business units to compel systematic actions in CX improvement and product offerings adaptation/creation.
  
• Identify the critical customer journeys and drive customer segmentation to deliver personalized service based on convenience and preferred communication platform
  

Brand Ambassador and Customer Advocate

• Serve as the customer voice in all decisions related to products and services
  
• Own the customer journeys and carry out audits with customers to identify gaps and pain points and provide insights into potential business added value
  
• Drive the systematic problem identification and problem solving across the organization
  
• Ensure appropriate CX recovery is put in place while driving the ownership in the front-line staff in terms of CSAT
  

Stakeholder Management

• Drive cross functional engagement with the Retail Business Unit to identify key processes for improvement.
  
• Ensure stakeholder mapping for effective engagement for CX initiative delivery and tracking.
  
• Influence the stakeholder management across the Retail business unit to ensure CX is central to the team performance.
  
• Hold Retail Business Unit accountable for CX and ensure ownership of customer journeys