
Customer Journey Manager
6 days ago
The ideal candidate will have expertise in customer relationship management and a proven track record of driving customer satisfaction, retention, and growth in the banking or financial services industry.
The successful individual will be responsible for designing and implementing new customer journeys to meet digital needs, developing and managing technical capabilities, sales channels, and operational processes to support these journeys, leading the Digital Onboarding team to meet stakeholder expectations, collaborating with the Digital Penetration team to achieve commercial targets, and monitoring and analyzing product performance to continuously improve journeys and address pain points.
Additionally, the candidate will develop and manage the product strategy and roadmap for Digital onboarding, ensure seamless touchpoints are updated and functioning flawlessly, establish Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs), maintain strong relationships with customer-facing teams, foster alignment with marketing, compliance, legal, IT, and other teams to meet regulations, stay informed about industry trends and competitive products, conduct market research for app improvements, segment customers based on data for targeted strategies, develop personalized communication and promotion strategies to engage customers, promote digital bank products and services to existing customers, ensure efficient handling of customer inquiries and complaints, develop and implement customer retention strategies, including loyalty programs, identify at-risk customers and implement strategies to reduce churn, analyze customer data and market trends for continuous improvement, and ensure all strategies comply with banking regulations and ethical standards.
RequirementsTo succeed in this role, the ideal candidate should possess a Bachelor's degree in business, IT, Finance, Marketing, or a related field, with a minimum of 5 years of experience in customer relationship management, preferably in the banking or financial services industry.
Strong analytical and data-driven decision-making skills, excellent communication and interpersonal skills, knowledge of banking regulations and compliance requirements, leadership and team management experience, and the ability to adapt to a rapidly changing banking and financial services landscape are highly desirable.
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