Job Description

Purpose of the Role

To focus on understanding client needs, improving the client journey, developing client-centric products and services, and driving client satisfaction.

Accountabilities

• Execution of research to understand client needs, preferences, and pain points related to banking products and services.
• Applying a holistic end-to-end lens to a client journey for identification of areas for improvement and enhancement of the overall client experience.
• Collaboration with cross-functional teams, including UX/UI designers and departments such as marketing, operations, and technology, to seamlessly enhance the client experience and evolve the bank's products and services utilizing customer insights.
• Collection and analysis of data obtained through various channels such as surveys, focus groups, and client support interactions, and evaluate the effectiveness of client experience initiatives to support the identify areas for improvement in customer experience.
• Development and implementation of client-centric strategies, initiatives, and metrics that enhance the overall client experience, drive loyalty, and track improvements over time.
• Analysis of the competitive landscape to identify industry trends and best practices in customer experience and incorporate them into the bank's product offerings.

Vice President Expectations

• Advise key stakeholders, including functional leadership teams and senior management on functional and cross-functional areas of impact and alignment.
• Manage and mitigate risks through assessment, in support of the control and governance agenda.
• Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
• Demonstrate a comprehensive understanding of the organization's functions to contribute to achieving the goals of the business.
• Collaborate with other areas of work, for business-aligned support areas to keep up to speed with business activity and the business strategies.
• Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.
• Adopt and include the outcomes of extensive research in problem-solving processes.
• Seek out, build, and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes.