Director of Client
Description
This premier bank puts customer experience as a key pillar for sustainable success. It is now recruiting a dynamic and progressive Head of Customer Advocacy.
Responsibilities
You will lead a team in championing customer-centricity across the bank. Firstly, you will develop strategy and governance framework, and formulate programs to continuously enhance customer experience, trust, and loyalty. Through customer insights and feedback mechanisms, you will ensure customer voice is embedded throughout the decision-making process.Through advanced technology adoption and industry benchmarks, you will build progressive customer journey capabilities and practices. Secondly, you will also assume an independent role from the business by undertaking service quality review and incident resolution that puts customers' interest and needs first.
You will be a partner to influence the business on policy, product design, and service delivery that are customer centric. You will monitor regulatory developments and ensure advocacy practices align with compliance standards and foster a culture of customer-centricity across the organization.
Requirements
With proven leadership experience in customer experience, customer advocacy, customer journmey, or related functions within financial services, you are progressive, strategic, outcome focused and credible. With deep understanding of banking operations, regulatory environment, and customer behavior, you have led customer experience function in a highly customer dynamic environment.
To apply
Please submit your resume to Adnan Atan at aa@kerryconsulting.com, quoting the job title and reference number AA34983. Due to high volume of responses, only shortlisted candidates are notified.
Licence No: 16S8060Registration No: R1106841