Senior Manager: Customer Experience and Channel Management

An experienced and dynamic Manager of Customer Experience and Channel Management to lead and shape the strategic direction of our bank’s customer experience initiatives and channel management functions. As the Manager, your responsibilities will include designing and implementing customer-centric strategies to enhance the overall customer journey and optimizing channels for superior service delivery. You will collaborate with cross-functional teams, leverage data-driven insights, and champion innovation to create exceptional experiences for our customers.

• Develop and implement a comprehensive channel strategy.
• Create and execute a plan that aligns with bank objectives, ensuring all customer interactions—branch, online, mobile, or call centre—are consistent and seamless.
• Regularly analyse usage data and customer feedback to identify and address issues, introducing improvements such as process streamlining and user interface upgrades.
• Work closely with marketing, product, operations, and tech teams to integrate channel initiatives into campaigns, product launches, and service enhancements.
• Identify, test, and deploy innovative solutions (e.g., self-service tools, chatbots, mobile apps) to enhance efficiency and satisfaction across all channels.
• Monitor industry trends and advise on strategy.
• Ensure regulatory and risk compliance.
• Use customer and market insights to lead optimisations, run workshops, and adapt channels to evolving expectations.
• Develop and implement a customer experience strategy that aligns with bank objectives, delivering a seamless and personalised journey across all channels.
• Continuously analyse data and feedback to identify pain points and enhance the customer journey.
• Create customer journey maps to understand needs and challenges at each stage.

• Bachelor's degree in business, marketing, finance, or a related field. An advanced degree is preferred.
• Proven experience in customer experience management, channel management, or a related field within the banking or financial services industry.
• Strong leadership skills with the ability to inspire and manage a team, fostering a culture of customer-centricity and continuous improvement.
• Deep understanding of customer experience principles, journey mapping, and channel optimization strategies.
• Analytical mindset with proficiency in analyzing customer data, interpreting insights, and making data-driven decisions.
• Strong project management skills, with the ability to prioritize and manage multiple initiatives simultaneously.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels of the organization.
• Knowledge of banking regulations, compliance requirements, and security standards related to customer experience and channel management.