Head of Customer Experience Sg

2 weeks ago

Singapore CIMB Group Full time

**Responsibilities**:

- Fully accountable for SG’s CX delivery, consisting of the CX Culture and Governance, CX Measurement & Insights, CX Policy and Design & Communications.
- Advocate for customer experience improvement initiatives by using methodologies like design thinking and customer journey mapping.
- Build and activate CX essentials to inculcate CX mindset in the organization through planned initiatives such as capability building and rewards and recognition
- Governance on design approval process - procedures, campaigns, products & policies
- Represent customer experience on cross-functional projects as assigned to develop customer-oriented products, service, campaigns and communicationsProvide oversight to complaint management in collaboration with BU/BE.
- Deliver in-country CX performance monitoring and tracking approach and methodologies and provide feedback on development and refinement of KPI measures to senior management for guidance and decision where necessary
- Work closely with top management, Business Units, Enablers and Countries to define, develop and execute the Customer Experience strategy and framework, as well as to oversee alignment of CX strategies and initiatives across in-country BU and BE, ensuring that these initiatives meet their intent and goals.
- Support the roll-out of Group CX priorities and strategy with local adaptations, where required.
- Drive in-country Voice of Customer (VoC) analytics and tracking of quantitative results, conducting VoC Audits where necessary, to ensure robustness of key quality measures on key CX impact areasOperationalize the in-country roll out of CX knowledge center to build capabilities on Customer Experience approaches, including coaching and facilitation for Business Units, Enablers, Country teams to build Customer Experience focus expertise. Institutionalize rigors and discipline in customer advocacy across CIMB Group.

**Job Requirements**:

- Possess Bachelor's Degree in Business Administration or related disciplines from recognized universities
- At least 10 years of working experience in relevant field, with more than 5 years in a customer experience management role
- Proficient in Microsoft Office
- Understand the organization's strategic objectives.
- Good knowledge of banking practices, products and regulatory environment.
- Proven business leadership and acumen with outstanding reputation and network.
- Ability to advise and facilitate issue resolution between senior members and business units, playing an influential role to break silos and promote collaboration and teamwork
- Ability to manage relationships across different entities and regions (e.g. divisions, departments, etc.)
- Build strong culture of service excellence and growth opportunities for the organizational unit to attract and retain top talent
- Foster an environment that values, supports and rewards collaborative efforts and provide high-level support as required (e.g. recognition, resources)
- Self-starter and driver

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