Client Experience Leader

2 weeks ago

Singapore beBeeStrategic Full time $180,000 - $250,000
Key Role:

We are seeking a dynamic professional to lead our Client Experience team, bringing together expertise in market research, complaints data analysis, and client feedback management.

This role balances strategic vision with hands-on problem solving, playing a critical role in shaping initiatives that enhance client satisfaction, strengthen relationships, and ensure a seamless experience across touchpoints.

The ideal candidate will be at the heart of listening to clients, analyzing their needs, and directly shaping improvements. They will thrive on variety, love problem-solving, and be passionate about improving client journey through data-driven insights and continuous improvement.

Responsibilities:
  • Lead Client Experience: Develop and implement a roadmap of initiatives aligned with centrally agreed directives on conduct and risk reviews.
  • Adopt a client-centric mindset and deliver exceptional service quality.
  • Represent the team in risk review sessions (as relevant).
  • Review and manage performance of risk review results and follow through on actions with stakeholders.
  • Ensure compliance with changes in Group Policy & Standards, local laws & regulations relating to complaint management and TCF Principles.
  • Identify and mitigate risks impacting the overall complaint handling process.
  • Embed innovation and digitization mindset to improve client experience through delighters along the client journey.
Key Requirements:
  • Conduct market and client research to gather insights through surveys, interviews, studies.
  • Analyze feedback and identify key themes and trends to better understand client needs and expectations.
  • Translate client complaints and feedback into actionable improvements across processes, products, and services.
  • Partner with cross-functional teams to design and deliver solutions addressing client pain points.
  • Prepare and maintain regular reports on client satisfaction, complaints, and experience metrics.
  • Support stakeholders in data requests related to improvements, workshops, or complaints reporting.
  • Monitor KPIs and performance indicators ensuring leadership has clear visibility of client experience trends.
  • Use insights from research, complaint, and surveys to drive client-centric initiatives.
Professional Conduct:
  • Display exemplary conduct and adhere to the Group's Values and Code of Conduct.

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