OMAR Customer Insights and Reporting

The Customer Reporting Specialist is responsible for portfolio collation and reporting of customer metrics across OMAR markets, with a specific focus on creating clear, decision-useful customer insights for OMAH Board, the RBMC Committee and other related governance forums. The role identifies cross-market themes, escalates key issues, and ensures reporting is consistently compiled and tracked, while senior product and customer leadership steer the information-gathering agenda. The role must drive a clear understanding of the key customer issues in the countries and ensure that actions to address issues make sense.

• Establish an approach to monitor CX/CVP adherence and effectiveness across markets using agreed evidence and measures (qualitative and quantitative).
• Define required templates for reporting.
• Collate customer market inputs (including performance themes, risks and improvement opportunities) into a consistent portfolio view for OMAR Committees.
• Escalate key issues and draw attention to matters that require leadership visibility or decisions.
• Ensures customer issues are identified and reported by the countries and that countries track the relevant actions to address customer issues.
• Stay current on industry practices, emerging standards, and regulatory expectations relating to customer experience and customer outcomes measurement.
• Translate external standards into practical guidance for OMAR reporting to improve consistency and comparability.
• Identify gaps or opportunities in OMAR customer experience metrics and propose enhancements to reporting lenses, dashboards, and committee insights.
• Manage RBMC committee meeting logistics, including agenda coordination, pack compilation, and action tracking.
• Maintain an action log and follow up with contributors to ensure decisions and actions are recorded and progressed.
• Ensure that countries do root cause analysis to clearly understand the issue and that identified actions would resolve the root cause identified.
• Compile inputs for OMAH and OML Board reporting based on customer insights collated and relevant committee outputs.
• Reports must be themed into key issues at an OMAR portfolio level.

• Bachelor’s degree in a relevant field such as Business, Finance, Statistics or Economics.
• Experience in portfolio reporting, management reporting, business performance reporting or governance secretariat support in a financial services environment.
• Experience coordinating inputs across multiple stakeholders and working according to committee cadences and deadlines.
• Experience synthesizing diverse inputs into clear themes, insights and implications for decision-making.
• Strong documentation discipline, including the ability to create clear templates that scale across markets.
• Ability to synthesise cross-market themes and recommend pragmatic actions.
• Ability to influence without direct authority and to align stakeholders across functions and markets.
• Able to build strong relationships with relevant in-country and OML Group leaders and specialists.