The Customer Experience (CX) Strategy Officer supports the development of Customer Strategy for the Unibank through expertise in business partnering, analysis and insighting.
Responsibilities
- Develops a deep understanding of internal data (metrics, reporting tools, data structure) and external data (market research, social and economic factors) in order to identify strategic opportunities for customer delight, customer experience maturity, and overall business growth
- Initiates and/or sustains conversations and work streams with stakeholders to scope opportunities for interventions and/or innovations to drive customer obsession and customer delight.
- Provides guidance and support to project/product owners in crafting business cases for strategic interventions and/or innovations under consideration
- Delivers recommendations to leadership on prioritization and timing of strategic interventions/innovations based on customer and business impact
- Collaborates with CX Design Team, CX Operations Team, and relevant project teams to monitor progress, measure impact, and level-up deployed interventions/innovations
- Coordinates with the same to identify best practices for highlighting in customer delight communications, for scaling across the business, and as reference for ongoing and future interventions/innovations
Qualifications
- Bachelor's degree in marketing, business administration, finance, economics, data analytics
- Background in retail banking or any industry dealing with known customers, including the management thereof
- Ideally from industries such as financial products/services, retail, or fast-moving consumer goods
- Preferably in the areas of traditional/digital marketing, sales, branch banking or business development, customer service, project management, business transformation
- Knowledgeable in Account Management/Business Partnering Ways of Working, Business Case Writing, and Customer Relationship Management
- Familiarity with Bank/Financial Institution Products and Services
- Basic Understanding of any of the following: Project Management, Agile Methodology, Design Thinking
- Exposure on Customer Experience & Customer Program, Marketing, Market Research, Data Analytics
- Strong interpersonal and collaboration skills to work cross-functionally
- Excellent verbal and written communication skills
- Innovative mindset with the ability to think creatively and problem-solve
- Updated on Industry / Market trends and competition
