Customer Experience Design Expert

We are seeking an experienced and insights-driven Customer Experience Design Expert to join our Transformation, Strategy and Customer Experience Unit, within the Customer Experience Excellence Team.

This role is pivotal in driving the Bank’s customer-centric transformation by designing and managing customer experience frameworks, leading the end-to-end Net Promoter Score (NPS) program, turning customer feedback into actionable insights, and fostering a culture of accountability and continuous improvement across the organization.

By combining experience design, survey strategy, data analytics, and stakeholder engagement, you will directly contribute to enhancing customer satisfaction, loyalty, and long-term value creation.

Requirements

·        Design and continuously evolve the Bank’s customer experience measurement frameworks and methodologies

·        Lead the design, implementation, and management of both relationship and transactional NPS surveys across critical customer journeys and touchpoints

·        Oversee survey cadences (quarterly, bi-annual, and real-time event-based), ensuring accuracy and timeliness

·        Collaborate with Data & BI teams to deliver real-time dashboards and meaningful reporting

·        Analyze results to identify trends, root causes, and opportunities, translating data into actionable insights

·        Partner with business units to ensure follow-up action plans and customer recovery processes are executed

·        Report CX and NPS performance, insights, and improvement opportunities to senior leadership

·        Drive a customer-first culture by embedding CX design principles across all functions of the Bank

Qualifications

·        Bachelor’s degree in Business, Marketing, Economics, or a related field; Master’s degree is an asset

·        5+ years of professional experience in Customer Experience, Insights, or Voice of Customer roles, ideally in banking, fintech, or service industries

·        Proven expertise in survey design, customer journey mapping, and touchpoint evaluation

·        Experience with CX management platforms (e.g., Medallia, Qualtrics), including configuration, as well as CRM systems and survey automation tools

·        Strong communication and stakeholder management skills

·        Curious, analytical, and proactive, with a problem-solving mindset

·        Ability to balance strategic vision with hands-on execution