Job Description

Roles & Responsibilities

To support the design, measurement, enhancement, and optimization of customer experiences across the Bank s digital channels and platforms. The role is responsible for ensuring that digital customer journeys are seamless, intuitive, and customer-centric while supporting digital adoption, omnichannel integration, customer engagement, and continuous improvement initiatives aligned with the Bank s Customer Experience Strategy and Digital Transformation roadmap.

2. Duties and Responsibilities

Strategic:

• Support the implementation of the Bank s Digital Customer Experience Strategy and Digital Transformation initiatives.
• Contribute to the development of customer-centric digital experiences across all customer-facing digital channels.
• Support the identification of opportunities to improve digital customer engagement, usability, accessibility, and adoption.
• Participate in digital customer journey mapping and experience design initiatives.
• Benchmark digital customer experience practices against leading banks and industry best practices.
• Support the implementation of omnichannel customer experience initiatives to ensure consistency across customer touchpoints.

Operational:

• Monitor customer experience across digital channels including websites, customer portals, mobile applications, self-service platforms, CRM channels, and emerging digital solutions.
• Analyze customer behavior, customer interactions, and usage patterns across digital channels to identify improvement opportunities.
• Track and monitor digital customer experience KPIs including digital adoption, portal utilization, customer satisfaction, digital service performance, customer effort, abandonment rates, and channel migration metrics.
• Conduct digital experience assessments and identify friction points affecting customer engagement and satisfaction.
• Collaborate with Information Technology, Digital Transformation, Operations, and business units to recommend and implement customer-centric digital improvements.
• Support testing and validation of digital platforms, customer portals, mobile applications, and customer-facing solutions from a customer experience perspective.
• Participate in User Acceptance Testing (UAT) and customer experience reviews for new digital products, enhancements, and technology initiatives.
• Monitor customer feedback related to digital channels and coordinate with Voice of Customer and Customer Journey teams to identify opportunities for improvement.
• Support implementation of CRM, customer engagement, and omnichannel communication initiatives.
• Assist in developing digital experience dashboards, scorecards, reports, and presentations for management review.
• Track progress of digital customer experience improvement initiatives and report outcomes against agreed targets.
• Support the implementation of accessibility, usability, and customer-centric design standards across digital platforms.
• Contribute to the achievement of customer experience objectives related to digital adoption, customer satisfaction, and service excellence.
• Perform any other relevant task assigned from time to time by the Head of Customer Experience.

People:

• Promote digital-first and customer-centric thinking across the organization.
• Support awareness initiatives aimed at increasing digital adoption and customer engagement.
• Contribute to knowledge sharing and dissemination of digital customer experience best practices.
• Support customer experience capability-building initiatives related to digital channels and customer engagement.

KEY INTERACTIONS

1. Internal

• Head of Customer Experience
• Manager Customer Experience
• Center Specialist
• Voice of Customer Specialist
• Customer Journey
• Digital Transformation Department
• Information Technology Department
• Operations Department
• Business Units
• Product Development Teams
• Marketing & Corporate Communications
• Contact Center Team
• Customer Complaints Team
• Branch Network
• Human Capital (for awareness and capability-building initiatives)
• As per operational activities

2. External

• Technology Vendors
• Digital Solution Providers
• CRM Providers
• Customer Experience Consultants
• Research and Survey Providers
• Customers
• Service Providers
• As part of operational activities

3. Level of external interaction

This position requires a High level of external interaction

Desired Candidate Profile

MINIMUM EDUCATION, QUALIFICATIONS & SKILLS

Education:

Bachelor s Degree in Business Administration, Information Systems, Digital Business, Marketing, Customer Experience, Computer Science, Banking, or related discipline.

Experience:

4 6 years of relevant experience in digital customer experience, digital channels management, customer engagement, CRM, digital transformation, customer journey management, UX/UI, or related fields.

Special Skills & Knowledge:

• Strong understanding of Digital Customer Experience principles and best practices.
• Knowledge of digital customer journeys, omnichannel customer engagement, and customer-centric design.
• Familiarity with CRM platforms, customer portals, mobile applications, and digital service platforms.
• Experience in customer analytics, digital adoption measurement, and customer behavior analysis.
• Understanding of UX/UI concepts and usability assessment methodologies.
• Knowledge of customer experience metrics including NPS, CSAT, CES, digital adoption, and customer engagement indicators.
• Proficiency in Microsoft Office applications, Power BI, and reporting tools.
• Strong analytical, problem-solving, and stakeholder management skills.
• Excellent communication and presentation skills.

Business Understanding:

This position requires a low-medium level of business understanding

ADDITIONAL QUALIFICATION /CERTIFICATION REQUIRED

Professional certifications in Customer Experience, Digital Experience, UX/UI, Customer Journey Management, Digital Transformation, CRM, or related disciplines are preferred.