Customer Experience Expert

About the role

The Customer Experience Expert will lead the execution of CX initiatives across multiple channels, ensuring they align with the bank’s overall CX strategy. The role involves analysing customer data and feedback to pinpoint improvement opportunities in journeys, processes and touchpoints.

Key responsibilities

• Manage the implementation of customer experience projects across all channels.
• Analyse customer data and feedback to identify gaps and improvement areas.
• Collaborate with internal departments to ensure a consistent, high‑quality experience at every touchpoint.
• Design and launch customer satisfaction surveys, track key metrics such as NPS, and report insights.
• Oversee the bank’s feedback management system, ensuring timely collection, analysis and reporting.
• Streamline processes to reduce friction and enhance customer convenience.
• Prepare regular CX performance reports and present findings to senior stakeholders.
• Identify opportunities to leverage CX improvements for lead generation and higher conversion rates.

Required profile

• Fluency in English for reporting and presentations.
• Bachelor’s degree in marketing, communications, advertising, business management or a related field.
• Minimum 5 years of experience in customer experience, with at least 2 years in a customer‑facing role.
• Proven track record of managing and executing CX initiatives.
• Strong ability to gather, analyse and interpret customer data to drive actionable insights.
• Commitment to staying up‑to‑date with CX trends and best practices.