Assistant Manager – Customer Experience, Employee Banking

About the role

This position is responsible for enhancing the customer journey, improving service quality, and driving engagement for employee banking customers. The role supports business growth by ensuring seamless onboarding, digital adoption and long‑term loyalty.

Key responsibilities

• Partner with sales teams to align experience initiatives with business and sales objectives.
• Monitor customer journeys and resolve service‑related issues to maintain a positive experience.
• Develop and launch communication initiatives that boost product utilization and cross‑selling.
• Identify and improve customer‑facing policies and processes.
• Analyse feedback, service quality metrics and trends to recommend actionable improvements.
• Provide insights to management for better sales conversion and retention.
• Support digital adoption and promote digital banking solutions.
• Contribute to strategies that strengthen customer trust and loyalty.

Required profile

• Bachelor’s degree.
• At least 1 year of experience in customer service or experience management, preferably in banking.

Required skills

• Proficiency with CRM systems.
• Experience using customer feedback tools.
• Strong command of Microsoft Office.

What we offer

• Competitive salary and benefits package.
• Emphasis on work‑life balance and employee wellbeing.
• Learning, development and career growth opportunities.
• Generous annual leave, private healthcare and preferential banking facilities.