Head of Customer Experience Division

Industry: Banking

Our client a leading commercial bank is seeking an experienced and passionate Head of Customer Experience Division to lead the Banks customer experience strategy and foster a customer-centric culture across the organization. Reporting directly to the Chief Executive Officer this role will drive customer satisfaction service excellence and brand advocacy by embedding customer-centric practices into every customer touchpoint and business function.

• Lead the Banks customer experience strategy and governance to promote a customer-centric culture.
• Manage customer feedback complaints resolution processes and the Customer Experience Council.
• Design and implement customer experience improvement initiatives across the Bank.
• Conduct Voice of Customer research and translate customer insights into actionable improvements.
• Oversee customer complaint management and ensure timely resolution through an effective ticketing system.
• Develop and maintain policies and procedures related to customer complaints consumer protection and service quality.
• Implement customer satisfaction measurement tools including Customer Satisfaction Surveys and Net Promoter Score (NPS).
• Develop training recognition and engagement programs to strengthen customer-centric behaviors among employees.
• Collaborate with business units to improve customer experience across both physical and digital channels.

• Bachelors degree in Business Administration Marketing Customer Experience Management or a related field.
• Minimum 10 years of experience in a customer-driven organization preferably within the banking or financial services industry.
• Proven leadership experience in driving customer-centric culture and organizational change.
• Strong stakeholder management project coordination and change management capabilities.
• Passion for customer experience service excellence and continuous improvement.
• Excellent written and spoken English communication skills.

• Experienced customer experience leader from a commercial bank or customer-focused organization.
• Strong track record in customer satisfaction service innovation and organizational transformation.
• Experience implementing customer feedback programs complaint management frameworks and customer experience metrics.
• Strategic leader with excellent communication collaboration and influencing skills.

• Improved customer satisfaction and Net Promoter Score (NPS).
• Faster and more effective resolution of customer complaints.
• Successful implementation of customer experience initiatives across the Bank.
• Stronger customer-centric culture and employee engagement.
• Increased customer loyalty advocacy and overall service excellence.