Vice President, Customer Experience

About the role

The successful candidate will shape the end‑to‑end customer experience for a leading financial institution across both digital and physical channels. Using customer insight, journey design, digital innovation and data, the role aims to boost engagement, satisfaction and product adoption.

Key responsibilities

• Develop and implement a comprehensive Customer Experience strategy aligned with business and digital objectives.
• Lead customer journey mapping and optimisation across mobile, web, branch and other touchpoints.
• Drive omnichannel experiences and oversee UX, service‑design and digital‑experience initiatives.
• Use research, behavioural data and analytics to identify improvement opportunities.
• Collaborate with Digital, Product, Technology, Marketing and business teams to deliver customer‑centric solutions.
• Establish CX measurement frameworks covering satisfaction, NPS, adoption and journey performance.
• Identify emerging technologies, including AI and personalisation, to enhance engagement.
• Lead and develop multidisciplinary CX, UX, product and design teams.

Required profile

• 12+ years of experience in Customer Experience, UX, Digital Product or Service Design, with senior leadership in banking or financial services.
• Proven track record of leading omnichannel and digital transformation initiatives.
• Strong commercial and strategic mindset, able to translate insights into measurable business outcomes.
• Experience working with C‑suite stakeholders and managing multidisciplinary teams.
• Excellent communication, stakeholder management and presentation skills.

Required skills

• Customer journey mapping
• UX and Service Design
• Digital Product development
• Design Thinking
• AI and Personalisation technologies
• Customer analytics