Head of Customer Experience Division

Industry: Banking 

Job Summary

Our client, a leading commercial bank, is seeking an experienced and passionate Head of Customer Experience Division to lead the Bank's customer experience strategy and foster a customer-centric culture across the organization. Reporting directly to the Chief Executive Officer, this role will drive customer satisfaction, service excellence, and brand advocacy by embedding customer-centric practices into every customer touchpoint and business function.

Main Responsibilities

• Lead the Bank's customer experience strategy and governance to promote a customer-centric culture.
• Manage customer feedback, complaints, resolution processes, and the Customer Experience Council.
• Design and implement customer experience improvement initiatives across the Bank.
• Conduct Voice of Customer research and translate customer insights into actionable improvements.
• Oversee customer complaint management and ensure timely resolution through an effective ticketing system.
• Develop and maintain policies and procedures related to customer complaints, consumer protection, and service quality.
• Implement customer satisfaction measurement tools, including Customer Satisfaction Surveys and Net Promoter Score (NPS).
• Develop training, recognition, and engagement programs to strengthen customer-centric behaviors among employees.
• Collaborate with business units to improve customer experience across both physical and digital channels.

Main Requirements

• Bachelor's degree in Business Administration, Marketing, Customer Experience, Management, or a related field.
• Minimum 10 years of experience in a customer-driven organization, preferably within the banking or financial services industry.
• Proven leadership experience in driving customer-centric culture and organizational change.
• Strong stakeholder management, project coordination, and change management capabilities.
• Passion for customer experience, service excellence, and continuous improvement.
• Excellent written and spoken English communication skills.

Preferred Profile

• Experienced customer experience leader from a commercial bank or customer-focused organization.
• Strong track record in customer satisfaction, service innovation, and organizational transformation.
• Experience implementing customer feedback programs, complaint management frameworks, and customer experience metrics.
• Strategic leader with excellent communication, collaboration, and influencing skills.

Success Measures (12–18 Months)

• Improved customer satisfaction and Net Promoter Score (NPS).
• Faster and more effective resolution of customer complaints.
• Successful implementation of customer experience initiatives across the Bank.
• Stronger customer-centric culture and employee engagement.
• Increased customer loyalty, advocacy, and overall service excellence.