Chief Client Experience Officer

Job Details

Job Purpose:

  1. Have full ownership and responsibility of all Client Experience touch points across the bank.
  2. Review Market perception of the bank and develop Client Experience Strategy along-with the Leadership Forum members; which is tracked and share the progress periodically.
  3. Design the KPIs with Business across all levels to assign greater weightage to customer centricity, Experience and Brand impact

Knowledge and Experience

  • 10 – 15 years of demonstrated success in a Customer Success, Client Engagement or Client Services leadership role in a multi-national customer focused company.
  • Experience in Project Mgmt. experience in a top tier Management Consultancy or international financial services industry.
  • Demonstrated leadership skills to include visionary & strategic planning capacity together with interpersonal, communication, motivational & team working skills.
  • Experience growing and leading geographically dispersed client service teams.
  • Significant experience in a client-facing leadership role requiring engagement across a diversity of stakeholders and executives.
  • Demonstrated ability to focus on multiple projects and fast-moving priorities while delivering results across multiple clients.
  • Demonstrated experience leveraging technology, innovation, and data to monitor client success KPIs and deliver client value.
  • Passion for technology and a strong ability to adapt to new technologies quickly.
  • Proven track record of working with cross-functional teams in a collaborative environment.