Full Time Head, Customer Experience Jobs, in Public Bank Kuala Lumpur - Ricebowl

About this Role

We are seeking an innovative and strategic Head of Customer Experience to lead our customer experience transformation initiatives. In this leadership role, you will champion the voice of the customer, drive enterprise-wide initiatives, facilitate senior stakeholder engagement and ensure complaint handling practices adhere to regulatory standards.

Key Responsibilities

• Lead customer experience transformation initiatives by enhancing customer onboarding, service delivery channels and overall customer journeys

• Develop strategies to improve client journeys and resolve complaints in line with regulatory standards and guidelines

• Establish, monitor and review Customer Experience metrics to track performance and support continuous improvement initiatives

• Leverage customer feedback and operational data to identify new opportunities and guide decision-making

• Act as key liaison with regulators

 Requirements

• A recognised Degree in Business, Finance, Marketing, Technology or related discipline

• At least 15 years of experience in Customer Experience, Transformation, Strategy or any related field, preferably in the banking or financial industry

• Strong experience in improving multi-channel customer journeys and using data and operational metrics to guide decisions

• Strong organisational change management capability and ability to build a customer experience-focused culture at enterprise level

• Strong communication, stakeholder management, negotiation, analytical and problem-solving skills

• Proven leadership and people management experience

We offer an integrated suite of wellbeing programmes designed to enhance the employees’ quality of life and welfare which include the provision of:

• Fair and competitive remuneration

• Comprehensive medical benefit scheme

• Low interest/interest free staff housing loans/vehicle loans/special loans

• Attractive annual leave scheme, extended maternity leave, sabbatical leave, examination leave etc.

• Insurance coverage and attractive retirement schemes

• Performance-based reward system

• Defined benefits and perks befitting the seniority of the role

• Opportunities for career advancement based on merit

To encourage employees to strive for career progression, we accord other defined benefits and perks to employees as they progress up the corporate ladder to assume bigger roles and responsibility

(All expenses incurred for attendance at the interview and/or in the course of hiring process will be on candidate's own account)