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VP / SVP, Customer Experience

A leading regional bank is currently looking for individual who is passionate about customer journeys and customer experience.

You should have the ability to see the bigger picture and to manage a transformation project with various parties to implementation. You will feel the satisfaction being able to “co-own” the initiatives and see how they will make a difference to how customers interact with the bank or equip the frontline staff to serve the customers better.

Responsibilities:
•Ability to garner customer insights through touch points, targeted surveys or research, and analyse the insights to prioritize customer episodes for re-design.
•Understand business issues and customer pain points and translate to episodes which can be prioritized for re-design.
•Ability to utilize digital platforms or digitization to lift customer experience.
•Customer journey maps, experience maps and service blue prints as tools for redesigning episodes to get an end-to-end, holistic and multi-parties view.
•Ability to work around hurdles and obstacles
•Manage and involve different stakeholders to deliver the outcome
•Focus on improved customer experience scores and action plan to improve scores.
•Monitor user inputs and feedback. Refine and modify journey.
•Ability to influence stakeholders and work with different teams.

Requirements:
•Minimum 8-10 years of related experience in change management and customer experience
•Experience in customer journey designs and process re-engineering/ change methodology framework will be an advantage.
•Must demonstrate strong analytical, problem solving, communication and creative skills.
To apply, please email your CV to fionat@charterhouse.com.sg. If you would like further information, please contact Fiona Tan on +65 6435 5612 quoting S&M/FT/CE 0405C
or complete the Application form below.
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