Senior professional, CX Strategy & Journey Design

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Job Description

Responsibilities

• Identify customer pain points, experience gaps, and opportunities for CX improvement by leveraging user feedback, reviews, and insights to enhance customer journey mapping
• Align CX strategies and guidelines to identify areas within the customer journey that require improvement, ensuring a seamless experience for customers with the Bank
• Coordinate with the internal CX team to drive synergy in CX enhancement initiatives, including customer insight adoption, CX iteration testing, and governance alignment
• Collaborate with cross-functional stakeholders to improve every stage of the end-to-end customer lifecycle through journey design and review
• Serve as a CX advisor by providing strategic recommendations on customer journey-related issues

Qualifications

• Bachelor’s degree in Business, Marketing, or a related field, with 2–5 years of relevant professional experience
• Ability to build strong customer empathy across journeys, business processes, and partnerships
• Ability to understand customer emotions and emotionally connect with customer needs and realities
• Strong ability to identify, prevent, and effectively resolve customer experience gaps or concerns throughout the journey
• Ability to build and maintain strong relationships with both external stakeholders and internal cross-functional teams (e.g., services, sales, support, product development, QA, etc.)
• Ability to collect customer data from various sources (e.g., surveys, journey mapping, Voice of the Customer, etc.), analyze it using appropriate analytics tools, and translate data into actionable insights that identify opportunities
• Ability to manage multiple complex projects effectively and deliver measurable results

• We're committed to bringing passion and customer focus to the business.
• If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us.