Customer Experience Manager / Specialist


Industry: Banking  |  Posted Date: 11-12-2018

The CX specialist would work with the CX team to support the day to day operations of the Transformation Program, with specific emphasis on analysis and reporting of disparate customer feedback data sources (eg. NPS, Internet Social media, product feedback) to present a comprehensive view of customer satisfaction



Principal Accountabilities:


  • Support the Head – CX to manage the development and enhancement of customer centric solutions in Personal Banking
  • Act as the Voice of Customer (VOC) in carrying out design and implementation of the end to end customer journeys under Bank wide transformation projects
  • Provide recommendations on proper survey design and research methodology across multiple channels
  • Design and drive strategic initiatives and activities across products, channels ad customer segments to ensure good quality customer experience and comply with Global standards
  • Assist in conducting root cause analysis, driving improvement plans, monitoring satisfaction KPIs and understanding market trends to facilitate the design of customer satisfaction management strategy
  • Monitor the service satisfaction of Personal Banking customers by conducting internal/ external customer surveys, benchmarking the activities of major market players and cross-referencing market best practices
  • Review, dissect and rectify issues arising from complaints and/ or regulatory requirement that may impact customer satisfaction and Bank reputation, whilst taking the opportunity to translate them into effective program and process enhancement initiative
  • Gain requisite training and understanding to become internal expert on the CX platform



  • University degree in Business Administration, Services/ Hospitality/ Operation Management or other relevant qualification
  • CCXP other professional certification preferred
  • Sound knowledge on process mapping and streamlining, service standard enhancement and product design
  • Customer-oriented with excellent service mindset and business acumen
  • Self-motivate with good leadership, project and people management, interpersonal and communication skills
  • Strong analytical (qualitative and quantitative) skills; ability to present analysis including trends and opportunities verbally and in writing
  • Proficiency in both English and Arabic
  • Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes
  • Ability to communicate effectively across the Bank with a positive disposition and ability to relate well with others


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