The Customer Experience Officer will assist the Section Head in managing and enhancing customer experiences for Retail Banking customers. This includes improving services and driving conversions at key phases of the customer journey to support overall business objectives. The role involves designing, monitoring, and refining customer journeys throughout their lifecycle, collaborating with internal and external teams (products, digital, distribution, segments, quality assurance, etc.) to implement initiatives that deliver targeted customer engagement, aligned with the bank’s value proposition.
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