Make the move for an exciting career in a leading universal bank. This Head of Customer Experience Design job requires a solid background in end-to-end customer experience journey, process improvement and implementation of new initiatives using different CX methods and applications in the whole organisation.

About the Head of Customer Experience Design Role:
The Head of CX Design leads and strategises the creation of end-to-end customer experiences across bank wide touchpoints and backend support units through deeper understanding of customer current experiences.

Key Responsibilities:

• Head and manage a unit that co-creates better end-to-end experiences for customers through process improvement partnerships with the business units using data-driven and structured business process improvement tools. Coverage will be the end-to-end customer journey or the whole customer life cycle from acquisition/account opening to servicing/maintenance and attrition management
• Drive the streamlining of processes for faster, convenient, accessible and error-free delivery of competitive service
• Define the distinctive value and experiences the bank may consider to provide to its targeted customers through its products and services. He will lead the creation of a unique and signature end-to-end experience across customer touchpoints and segments
• Part of the role is reporting to the CEO, President and members of the Senior Manco, the progress on cross-functional efforts to improve the design on processes that impact customer experiences

To succeed in this Head of Customer Experience Design role, you must have a solid background in end-to-end customer experience journey, process improvement and implementation of new initiatives using different CX methods and applications in the whole organisation.

Key Requirements:

• Ability to work with and lead cross-functional teams, drive initiatives and achieve results across a wide range of stakeholders
• Energetic and passionate champion. Possesses exceptional communication, analytical and organisational skills
• Certification on process improvement methodologies (e.g. Lean/Sig Sigma/Scrum/Agile) is an advantage
• Familiarity with the general banking structure and synergies. With background on consumer banking is an advantage
• With proven leadership and strategic planning skills to drive key CX improvement initiatives bank-wide
• Graduate of a four-year course
• At least 10 years' experience in systematic process improvement initiatives with proven leadership and strategic planning skills to drive key CX improvement initiatives bank-wide

The leading universal bank does not need an introduction.

If you have the drive and determination to contribute your expertise in CX design, this Head of Customer Experience Design role is right for you.

Apply now or contact me to learn more.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.