About the Company
ACB is committed to elevating user experience and driving business growth through strategic design and management of customer journeys. Our mission is to support digital transformation while fostering a culture of innovation and customer-centricity.
About the Role
Lead the strategic design and end-to-end management of customer journeys to elevate user experience, drive business growth, and support ACB's digital transformation agenda.
Responsibilities
Customer Journey Strategy:
- Develop and implement a comprehensive customer journey strategy aligned with ACB's product roadmap and digital transformation goals.
- Define key touchpoints, seamless experiences, and integrated interaction channels (both digital and physical) across the entire customer lifecycle.
- Prioritize high-impact journeys focused on core products/services to optimize user experience and accelerate business performance.
Journey Design & Optimization:
- Direct the collection and analysis of customer behavior data to identify pain points and improvement opportunities across journey stages.
- Collaborate with Product, Technology, and Data teams to design, test, and refine journeys using Agile methodology.
- Apply measurement frameworks such as NPS, CSAT, and CES to monitor and enhance customer experience effectiveness.
- Standardize journey design processes by integrating Agile, Design Thinking, and Customer Analytics practices.
- Champion a customer-centric culture across departments and initiatives related to journey transformation.
Stakeholder Engagement & Reporting:
- Establish strong cross-functional alignment to ensure consistency in journey execution.
- Provide regular updates to senior leadership on journey design progress, implementation outcomes, and performance metrics.
- Propose strategic initiatives to enhance customer journeys based on data insights and real-world feedback.
Qualifications
- Education: Bachelor's or MBA in Business Administration, Finance, Economics, Information Technology, or related fields.
- Experience: Minimum 15 years in Banking/Financial Services, with at least 5 years in senior leadership roles. At least 10 years of experience in customer journey design, customer experience management, or related domains.
- Domain Expertise: Deep understanding of Customer Journey Mapping and Customer Experience Management frameworks. Proven track record in designing and improving customer journeys using data-driven insights. Knowledge of customer-centric marketing strategy and brand experience enhancement through journey design.
Required Skills
- Proficient in customer data analysis to drive journey optimization.
- Strong command of CX performance metrics: NPS, CSAT, CES.
- Strategic leadership, cross-functional collaboration, and change management capabilities.
Preferred Skills
- CX-related certifications such as CCXP (Certified Customer Experience Professional), CXPA, or equivalent.
Equal Opportunity Statement
ACB is committed to diversity and inclusivity in the workplace. We encourage applications from individuals of all backgrounds and experiences.
