Senior Expert, Customer Experience Management (40000573)

Senior Expert in Customer Experience Management responsible for proposing and implementing customer improvement initiatives, designing tools, processes, and architectures to improve service quality and outcomes across the bank. Develop strategic initiatives to apply new tools, processes, or concepts to maximize adaptability and customer satisfaction, improve the NPS, and enhance customer value. Key duties include proposing master plans for service quality, designing customer-centric tools and architectures, coordinating with Omni Channel and external partners to deploy the right solutions, collecting customer input to drive improvement initiatives, and building a remote advisory framework to retain customers. Also accountable for designing and delivering change, upholding service standards, developing the service culture across branches/units, executing communications plans, and fostering a strong corporate culture. Skills and experience include 12+ years in banking, expertise in Customer Service and Customer Experience Design, and proficiency in office and banking software.