Head, CX Business Partnering

Education and experience

• Bachelor's degree in a business-related field.
  
• A master’s degree is an added advantage.
  
• Minimum of 12 years’ experience in Banking or financial institution, with a minimum of 5+ years in management capacity.
  
• A track record of developing & implementing customer experience initiatives, and improved outcomes in Service Operations.
  
• Experience of leading teams and championing cultural change
  
• Knowledgeable about service operations, customer experience management, CX Metrics performance analysis and escalation management.
  
• Demonstrated ability to ensure customers' needs are met effectively, and the organization maintains a positive reputation among its customers and stakeholders.
  

Knowledge & Skills

• Strong management abilities.
  
• Strong process and planning orientation.
  
• Balances team’s needs with strategic business objectives.
  

Leadership & Team Development

• Provide strategic leadership and direction to the Customer Experience Business Partners (CXBPs), ensuring alignment with overall CX goals.
  
• Foster a high-performance culture through coaching, mentoring, and capacity building.
  
• Champion employee engagement and development initiatives to enhance team capability and drive accountability for customer experience outcomes.
  

CX Strategy Execution & Continuous Improvement

• Drive the execution of the bank’s customer experience strategy across all touchpoints.
  
• Leverage customer insights, feedback, and performance data to identify pain points and implement targeted improvement initiatives.
  
• Collaborate with business units to embed customer-centric thinking and ensure delivery of seamless, consistent, and delightful experiences.
  

Service Performance Monitoring & Analytics

• Oversee tracking of key CXBP performance indicators, including customer satisfaction, response times, resolution rates, and loyalty metrics.
  
• Utilize data-driven insights to inform decision-making, set benchmarks, and proactively address performance gaps in collaboration with CXBPs and business units.
  

Process Excellence & Operational Efficiency

• Champion the review, redesign, and optimization of service delivery processes with a focus on efficiency, scalability, and customer impact.
  
• Identify and resolve operational bottlenecks and work cross-functionally to implement fit-for-purpose solutions that enhance the end-to-end customer journey.
  

Escalation & Crisis Management

• Serve as a senior escalation point for complex and high-impact customer issues, ensuring timely resolution and long-term corrective actions.
  

Stakeholder Engagement & CX Advocacy

• Championing CX priorities and aligning them with strategic business objectives.
  
• Build strong relationships with internal stakeholders, drive adoption of CX best practices, and lead to change management and communication initiatives that support a customer-first culture across the bank.