Job Purpose - The job holder is responsible for ensuring a customer-centric approach, delivering a smooth and consistent customer experience across all touchpoints throughout their journey with the bank.. - The job holder will design, develop and implement changes to drive a differentiating customer experience and improve customer engagement within target customer segments. Key Accountabilities Customer Experience Design - Lead squads to identify new data insights that can be used to enrich the customer journey for better customer experience. - Implement dynamic framework of system driven triggers and draft a roadmap of customer life stage events to support holistic engagement of customers. - Lead squads in identifying existing process inefficiencies as well as methods to save costs and improve user experience. - Develop, implement and analyze feedback channels to identify pain points, define short term action points and permanent fixes to remove pain points. - Implement tools and skillsets to plan, design and facilitate improvement workshop for projects / initiatives / process mapping, storyboarding, user persona, cost-impact analysis. Managing Projects - Manage project conflicts, challenges and dynamic business requirements to keep operations running at high performance. - Work with team leads to resolve people problems and project roadblocks, conduct root cause analysis to help squads continuously improve their practices to ensure maximum productivity. Managing Stakeholders - Interface with stakeholders to understand pain points and gather inputs from data specialists to derive features development and enhancements on product. Managing Talent - Develop and coach more junior employees to identify gaps in their competencies and build development plans. [Requirements] - Bachelor's or Master's Degree in a technical or business management discipline - 6 Sigma certification (preferred) - 5 years of relevant experience in a financial institution - Experience in working with clients and designing customer journeys - Experience in product management or customer segment management - Strong understanding of Agile principles, practices and Scrum methodologies. - Experience working in Agile teams to support digital transformation projects. - Experience in process improvement and LEAN thinking methodologies