Manager CX Transformation

About the role

The Manager CX Transformation will lead strategic customer experience programs that align with the bank’s customer‑centric vision. You will identify transformation opportunities, drive cross‑functional initiatives and ensure measurable business and customer impact.

Key responsibilities

• Design, plan and execute enterprise‑wide CX transformation programs, ensuring alignment with organizational objectives.
• Lead customer journey mapping and service redesign across key touchpoints, prioritising pain points through analytics and voice‑of‑customer insights.
• Manage a portfolio of CX initiatives, delivering on scope, budget and timelines while monitoring business benefits.
• Act as a trusted advisor to senior leaders, presenting recommendations, business cases and progress updates.

Required profile

• Bachelor’s degree in Business Administration, Customer Experience, Marketing, Management or related field.
• 3+ years of experience in Customer Experience, Business Transformation, Strategy, Consulting or Program Management.
• Proven track record of leading cross‑functional transformation initiatives and engaging senior stakeholders.

Required skills

• PMP certification
• PRINCE2 certification
• Agile methodology
• Lean Six Sigma
• Prosci Change Management
• CCXP certification