Customer Experience Manager

About the role

Aktif Bank is looking for a Customer Experience Manager to shape the bank's customer experience strategy and lead projects that deliver a seamless experience across all channels and touchpoints. The role sits within the fintech ecosystem and works closely with CRM, call center management and IT.

Key responsibilities

• Anticipate market changes and customer expectations, and define the CX strategy aligned with the bank's business objectives
• Lead the implementation of CX projects and ensure the CX team collaborates with CRM, call center management and IT
• Measure and improve scores such as NPS, CSAT and CES, and use them to drive action plans
• Carry out qualitative and quantitative, ethnographic and benchmark research, and listen to the voice of the customer to detect pain points
• Redesign end-to-end customer journeys using Design Thinking, and improve both online and offline channels
• Analyze complaints and feedback, and manage projects that improve bank products and services
• Develop a customer-centric culture and support marketing decisions based on customer insights

Required profile

• Bachelor's or Master's degree, preferably in engineering, business administration, economics or statistics
• At least 5 years of experience in customer experience, business development, process development or marketing, preferably in banking, e-commerce, fintech or telecommunications
• Strong written and spoken English
• Proactive, analytical, results-oriented and able to work in teams

Required skills

• End-to-end service design and banking product and service design
• CX journey mapping, UX/UI processes and Design Thinking
• MS Office
• Knowledge of AI-driven customer experience solutions, predictive analytics and customer insights