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Job content

Job role:

  • She/he will be responsible to improve end-2-end customer journey with an aim to making banking simple, easy, enriching and safe.
  • The incumbent is expected to identify the opportunities for improving the customer experience by examining the customer complaints, escalations, voice of employees and feedback from customer surveys (NPS)
  • She/he will be responsible to Project manage customer journey & design thinking agencies if engaged to support large scale customer journeys
  • The incumbent will need to collaborate with product, process & SQ teams in proposing & putting in place the desired customer journeys
  • The incumbent is required to engage business stakeholders and drive customer centricity agenda

Job Requirements:

  • Customer orientation essential
  • Understanding of business
  • Problem solving
  • Project management skills – desired
  • Detail orientation
  • Persuasive & Persistent
  • Appreciation of technology – preferable
  • Sales management or Operations exposure will be useful
  • Good communication skills – written and oral


  • Spent twelve months (applicant for same grade role)/eighteen months (applicant for next grade role) in the same division function role.

Applications can be made for roles in same level or one level above

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