CX Senior Manager

• Assisting and executing strategies for enhancing customer experience,
• Identifying opportunities for ongoing improvement in customer experience,
• Influencing strategic decision-making by providing customer insights and representing the customer at internal forums and strategic committees,
• Leading, planning, and coordinating initiatives to design customer experience enhancements, from initial discovery to proposing potential solutions and overseeing implementation after approval by relevant stakeholders,
• Establishing and managing a repository of process journey maps following industry best practices, clearly illustrating enhancements made to customer experience,
• Collaborating with internal stakeholders to integrate customer experience improvement into the daily operations and promote innovation in customer experience;
• Prioritising, designing, and supervising the implementation of service enhancements aligned with strategic goals,
• Modeling customer experience based on industry best practices and innovative trends,
• Cultivating a culture of innovation focused on delivering added value to customers.

• Possess a minimum of three (3) years' experience in Customer Experience or service management role.
• CX Design & process journey mapping
• Organisation, Leadership and People Management
• Project Management
• Service Design
• Customer Experience Management

• Possess an MQF Level 6 Degree in Marketing, Business Management and/or Finance or in a related field.
• Possess certification in CXM, CX Design or Design Thinking would be an asset.
• Possess previous proven experience in the Finance industry would be an asset.

• Enhanced vacation leave and Bank Holidays
• Comprehensive health insurance coverage for employees and the family.
• Additional perks include accredited training programs, study leave, staff home loan rates, fee exemptions, voluntary pension scheme, Equal Opportunities Employer certification, and support for children's summer school costs.

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