Job Description

Overall Purpose of the Position

The Customer Experience Manager will play a pivotal role in driving the Bank's Customer Firststrategic priority. Reporting to the Head of Customer Experience (CX), the role will focus on enhancing customer satisfaction, loyalty, and operational efficiency by leading the implementation of the CX programme and customer journey mapping initiatives. The incumbent will be responsible for identifying and 
addressing customer pain points, optimising key customer journeys, and embedding a customercentric culture across the Bank. Through data-driven insights, process improvements, and collaboration across departments, the role will ensure the delivery of exceptional customer 
experiences, strengthening the Bank’s competitive position and long-term growth.

Operational Responsibilities 

• • Lead the customer journey mapping and redesign process, analysing end-to-end customer interactions across physical, digital, and hybrid channels. This includes identifying pain points, service inefficiencies, and opportunities for improvement. Working collaboratively with crossfunctional teams, the role will ensure that optimised journeys lead to measurable improvements in customer satisfaction, loyalty, and service efficiency.
• Design and lead new and emerging CX programmes, ensuring alignment with the Bank’s Customer First strategy. This involves developing timelines, managing deliverables, and tracking progress against key milestones. The CX Manager will identify risks, delays, and challenges during implementation, recommending solutions to ensure the programme's success.
• Ensure that new projects and initiatives across the Bank are aligned with customer-centric solutions. The incumbent will work closely with project owners, product managers, BPR and transformation teams to ensure that the design and delivery of projects prioritise customer needs, expectations, and satisfaction. This will include reviewing project plans, identifying opportunities for improvement, and integrating CX best practices into the project lifecycle.
• Focus on establishing and monitoring CX performance metrics and KPIs, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and other scores. By tracking these key metrics, the CX Manager will provide ongoing assessments of the customerexperience and identify actionable areas for improvement to achieve measurable outcomes.
• Drive cross-functional collaboration and act as a central liaison between the Customer Experience function and other departments, such as Operations, Technology, Risk, Compliance, Retail, Commercial and Contact Centre. This collaboration will ensure customer-centric solutions are embedded across processes, systems, and policies, promoting alignment and consistency across all customer touchpoints.
•  Embed a customer-centric philosophy, by supporting the Head of CX in delivering workshops, training, and internal initiatives aimed at engaging employees in prioritising customer needs. This involves fostering ownership, accountability, and awareness across all levels of the organisation to ensure customer experience remains at the forefront of decision-making.
• Instil a discipline of measuring the Return on Investment (ROI) for customer experience initiatives. This involves developing frameworksand metrics to assess the financial and operational impact of CX improvements, such as increased customer retention, reduced churn, improved efficiency, and enhanced revenue opportunities. By embedding a culture of accountability and value measurement, the CX Manager will ensure that CX initiatives deliver measurable and sustainable results to the Bank’s bottom line.
• Act as the advocate for the voice of the customer, the voice of the process, and the voice of the employee, ensuring that decisions, initiatives, and improvements are balanced and aligned with these three critical perspectives. By proactively identifying customer trends, systemic process inefficiencies, and employee challenges, the role will drive holistic, customer-centric solutions.
• This includes liaising—where necessary—with other stakeholders, and presenting actionable recommendations to senior leadership to address emerging issues, optimise processes, and empower employees to deliver exceptional experiences, ensuring sustainable improvements across the organisation.
• Deputise for and support the VoC Unit in managing customer referrals, escalations, and feedback. This includes ensuring timely resolution of issues, analysing root causes, and identifying trends to improve processes and service delivery. The role will also collaborate with the VoC Unit to ensure customer insights are effectively integrated into CX initiatives and strategic decision-making.
• Oversee the team whilst responding to customers enquiries via the Bank’s social media channels, such as Facebook and Instagram. 

General Responsibilities 

• Demonstrate an ongoing interest in Continuous Professional Development – with specific reference to regulatory developments, which have a customer impact.
• Stay informed about industry trends and best practices; the Manager CX will monitor developments in customer experience within the banking sector and beyond, identifying innovations and tools that can enhance the Bank's customer experience and maintain its competitive edge.
• Tap into complaints / expressions of dissatisfaction / suggestions received from customers and non-customers and evaluate the same as opportunities to take the Bank’s customer servicing obligations to the next level.
• Assist in the preparation of the Department’s plan and underlying budgets. This includes the preparation of action plans and reports as may be instructed from time to time by the Head of CX or the Chief Strategy Officer.
•  Actively contribute to cross-functional strategic projects and initiatives outside of core CX responsibilities. By participating in governance forums, working groups, and transformation projects, the role will ensure that customer experience remains a key consideration across the Bank’s strategic agenda and operational changes.
• Ensure enforcement of the Bank’s procedures and policies at any time, whilst also ensuring that all CX initiatives comply with regulatory requirements and align with the Bank’s internal risk management frameworks. By working closely with the Compliance and Risk teams, the CX Manager will mitigate potential risks while upholding the highest standards of service and governance.
•  Prepare and present detailed performance reports and insights to senior management. These reports will include progress updates, CX metrics, key challenges, and actionable recommendations. By clearly articulating findings, the role will support data-driven decisionmaking and strategic alignment with the Bank’s goals.
• Perform any other duties that may be reasonably assigned

Qualifications, Skills & Competencies 

 Mandatory

 Skill

•  A deep understanding of customer behaviour, expectations, and service standards, with a passion for enhancing customer satisfaction and loyalty
• Excellent verbal and written communication skills
• Proficiency in interpreting data and translating insights into measurable improvements
• Ability to manage multiple priorities and stakeholders simultaneously
• Effective stakeholder management by building strong relationships with internal and external partners.

Experience

• A minimum of 5 years’ operating in a customer support environment and/or significant business experience in a service industry where 
  customer service and satisfaction are paramount
•  Experience in gathering, analysing, and interpreting customer feedback and using insights to drive decision-making
•  Familiarity with CX tools, technologies, and performance measurement frameworks, such as NPS, CSAT, and VoC platforms
• Proven track record in managing cross-functional projects and working with diverse stakeholders to deliver customer-centric outcomes.

Qualification

•  A Bachelor’s degree in Business Management, Marketing, Customer Experience, Operations Management, or a related field.

 Desirable

 Skill

•  Strong organisational and project management skills to oversee programmes, initiatives, and deliverables within defined timelines

Experience

•  Exposure to financial services as an asset
• Proficiency in CX tools, CRM systems, and analytics platforms

Qualification

•  Professional certifications in Customer Experience Management, Lean Six Sigma, or Service Design are desirable

Position level (1 being the highest level)

1. Head of Department
2. Managerial & Specialist Positions
3. Middle Management & Specialist Positions
4. Technical & Clerical Positions