Customer Experience Manager

Our client in the banking sector is seeking a Customer Experience Manager to support the Bank’s Customer First strategy by enhancing customer satisfaction, loyalty, and operational efficiency. Reporting to the Head of CX, the role will lead the CX programme, drive customer journey mapping, identify key pain points, and help foster a strong customer-centric culture across the organisation.

Key Responsibilities

• Lead customer journey mapping across all channels, identifying inefficiencies and driving improvements.
• Design and manage CX programmes, ensuring alignment with strategic priorities and timely delivery.
• Ensure all Bank projects adopt customer-centric solutions by collaborating with project owners, product teams, and transformation functions.
• Establish and monitor CX KPIs (NPS, CSAT, etc.) and propose improvement actions.
• Drive cross-department collaboration to embed customer-focused processes and consistency across all touchpoints.
• Support the Head of CX in delivering workshops, training, and initiatives that promote a customer-centric culture.
• Measure the ROI of CX initiatives and ensure improvements deliver measurable business value.
• Advocate for the voice of the customer, process, and employee by identifying trends and recommending solutions to senior leadership.
• Support the VoC Unit with customer escalations, referrals, and feedback analysis.
• Oversee team handling customer enquiries on social media (e.g., Facebook, Instagram).
• Stay updated on industry trends, regulatory expectations, and best practices.
• Use complaints and feedback as opportunities for service enhancement.
• Support departmental planning, budgeting, and reporting.
• Contribute to organisation-wide strategic projects, ensuring CX alignment.
• Ensure CX initiatives comply with policies, procedures, and regulatory requirements.
• Prepare detailed CX performance reports for senior management.
• Perform additional duties as required.

Qualifications & Competencies

• Strong understanding of customer behaviour and service standards.
• Excellent communication and data-interpretation skills.
• Ability to manage multiple priorities and stakeholders.
• Minimum 5 years’ experience in customer support or service-driven environments.
• Experience using customer feedback, CX tools, and KPIs (NPS, CSAT).
• Proven track record in cross-functional project management.
• Bachelor’s degree in Business, Marketing, CX, Operations, or related fields.
• Strong organisational and project-management skills.
• Experience in financial services.
• Proficiency with CRM and CX analytics tools.
• Professional certifications (CX Management, Lean Six Sigma, Service Design).

Benefits:

• Employee pension
• Health insurance
• Home loan benefits
• Professional development scheme
• 2 days hybrid.

Job Reference: TZ416