Reference Number: HCMDS
Job Description:
Our client is the banking space is seeking to employ a Head of Customer Experience to serve as the bank’s subject matter expert on customer journey mapping and user experience design and customer value
Responsibilities:
- Collaborate with other stakeholders to ensure the customer experience process integrates with day-to-day tasks, decisions and implementations working with the CTO to incorporate customer experiment requirements into software designs
- Measure and Monitor adherence to the defined customer journeys
- Define and maintain the bank’s customer value proposition strategy and framework, to achieve stated objectives, reduce churn, enhance customer longevity
- Responsible for the creation of the best user experience across various CX platforms, products and touchpoints in the bank
- Collaborate with product owners to achieve product-market fit and provide customer insight during product development
- Use data and knowledge of customer expectations to review CX and UX across the various service delivery channels
- Co-design and implement the user experience across the various touchpoints
- Benchmark the Bank’s CX, UI, UX performance against peers and key performance indicators (KPIs) targets to identify improvement opportunities
- Develop, implement and manage a world-class customer lifecycle framework to activate and accelerate revenue
- Define the value proposition(s) and support the communication of the value propositions to the customer
- Design, map and oversee implementation of the Customer Journeys
Requirements:
- 10+ years’ experience in the banking or finance space
- 2+ years’ experience in a similar role
- A tertiary qualification is needed
Benefits and Contractual information:
- Permanent position
- Above market related package
If you wish to apply for the position, please send your CV to Dylan Smuts at
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Dylan Smuts
Banking and Finance
CA Global Finance
CA Global will respond to short-listed candidates If you have not had any response in two weeks, please consider your application unsuccessful however your CV will be kept on our database for any other suitable