Senior Manager – Customer Experience, Channel Management

Role Overview

• Develop and implement a comprehensive channel strategy.
• Create and execute a plan that aligns with bank objectives, ensuring all customer interactions—branch, online, mobile, or call centre—are consistent and seamless.
• Analyse customer behaviour, segment channels by need, and set KPIs for performance.
• Regularly analyse usage data and customer feedback to identify and address issues, introducing improvements such as process streamlining and user interface upgrades.
• Work closely with marketing, product, operations, and tech teams to integrate channel initiatives into campaigns, product launches, and service enhancements.
• Identify, test, and deploy innovative solutions (e.g., self-service tools, chatbots, mobile apps) to enhance efficiency and satisfaction across all channels.
• Monitor industry trends and advise on strategy.
• Ensure regulatory and risk compliance.
• Use customer and market insights to lead optimisations, run workshops, and adapt channels to evolving expectations.
• Develop and implement a customer experience strategy that aligns with bank objectives, delivering a seamless and personalised journey across all channels.
• Lead and support stakeholders and teams focused on customer experience design, channel optimisation, and process improvements.
• Continuously analyse data and feedback to identify pain points and enhance the customer journey.
• Collaborate with marketing, product, operations, and tech teams to ensure customer experience initiatives support business goals.
• Utilise customer insights, research, and market trends to drive improvements in experience and channel management.
• Create customer journey maps to understand needs and challenges at each stage.
• Promote innovation by adopting new technologies such as self-service tools, chatbots, and mobile apps.
• Monitor industry trends and recommend strategies for competitive advantage.
• Ensure regulatory and risk compliance.

Requirements

• Bachelor's degree in business, marketing, finance, or a related field
• Proven experience in customer experience management, channel management, or a related field within the banking or financial services industry.
• Strong leadership skills with the ability to inspire and manage a team, fostering a culture of customer-centricity and continuous improvement.
• Deep understanding of customer experience principles, journey mapping, and channel optimization strategies.
• Analytical mindset with proficiency in analyzing customer data, interpreting insights, and making data-driven decisions.
• Experience in implementing customer experience measurement frameworks, developing KPIs, and leveraging customer feedback to drive improvements.
• Strong project management skills, with the ability to prioritize and manage multiple initiatives simultaneously.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels of the organization.
• Knowledge of banking regulations, compliance requirements, and security standards related to customer experience and channel management.
• Strategic thinking and the ability to translate business objectives into actionable customer experience strategies.

Benefits

• Professional development opportunities