CX Lead

Able to produce and exercise rigorous test procedures and recognize errors.

Ensure all journey designs are customer centric and respond to client feedback and needs.

Undertake and present user experience research to feed into the design to ensure the optimal user experience.

Understanding of the customer journey end-to-end.

Foster innovation and customer and audience focus to ensure the Departments digital experiences are contemporary, innovative, and meeting customer needs.

Detect and track digital / processes defects and inconsistencies.

Provide timely solutions where gaps identified.

Foster customer and frontline feedback to enhance customer experience.

Analyze clients data / information to enhance customer experience.

Responsible for running and delivering all projects.

Ensure that all projects are delivered on-time, within scope and within budget.

Assist in the definition of project scope and objectives, involving all relevant internal stakeholders and ensuring technical feasibility.

Develop a detailed project plan to monitor and track progress.

Establish and maintain relationships with third parties/vendors.

Knowledge And Experience Required.

Relevant 3-5 years of experience in user experience (UX) design and research, including conducting user interviews, usability testing, journey mapping, and designing intuitive and customer-centric digital experiences.

Relevant 2-3 years of experience in process optimization, including identifying pain points, analyzing data, and implementing improvements to streamline workflows and enhance customer experience.

Relevant 3-5 years of project management experience, including developing project plans, managing stakeholders, tracking progress, and delivering projects on time and within budget.

Experience working in a customer-facing role or retail banking environment, with a strong understanding of banking products, services, and customer needs.

Familiarity with Agile/Scrum methodologies and experience working in a fast-paced, iterative environment.

Strong analytical and data analysis skills, with the ability to interpret customer data and translate insights into actionable recommendations.

Proven track record of fostering innovation and driving continuous improvement to digital experiences.

In depth understanding of Retail Banking products and services, processes and system complexities.

Detailed Skills.

Professional, Proactive, Customer-centric, Insightful, Process improvement, Product improvement, Stakeholder engagement, understands System complexities Analytical logical thinking, problem-solving, user experience design, user research and testing, process optimization, stakeholder management, technical aptitude, data analysis, innovation and creativity.

Key Result Areas.

Improve Customer Satisfaction through improved digitized experiences.

Improved CX through key participation in journey design and testing impacting client experience.

Enhances CX metrics across the board.

collaborate closely with other team members and departments.

Interact with customers and analyze their feedback.

Work across all levels, functions and divisions to enhance service standards.

Escalate concerns to management and when required.

Good To Have Skills.

Should be professional, proactive and customer centric.

Courteous and respectful in communication while being empathetic sensitive to customer needs.

Strong Analytical ability to analyze and comprehend situations and data to provide logical insights, resolutions and recommend process and product improvements.

Should possess exceptional abilities to handle complexities of stakeholder engagement with regards to problem resolution.