Chief Client Experience Officer - Bank

A well-established bank, headquartered in Dubai is looking for a Chief Client Experience Officer.

Job Purpose :

1) Have full ownership and responsibility of all Client Experience touch points across the bank.

2) Review Market perception of the bank and develop Client Experience Strategy along-with the Leadership Forum members; which is tracked and share the progress periodically.

3) Design the KPIs with Business across all levels to assign greater weightage to customer centricity, Experience and Brand impact.

Key Result Areas :

- Drive the bank's overall client success strategy and establish & monitor client success KPIs to assess the bank's performance.

- Drive the planning and execution process in analyzing customer inquiries and complaint process and liaise with stakeholders for improvement in the service delivery.

- Identify key issues and direct them to the right forum for deliberation/ decision/ guidance to initiate changes in policy and procedures in line with the bank's requirement.

- Create a data-driven, customer-centered environment that promotes innovation, creativity and a service-oriented attitude.

- Communicate client success strategy and vision to our partners, investors, advisors, and key clients.

- Responsible for improvement of bank NPS scores on client engagement that cover business specific standings.

- Serve as the voice of the customer and strategically ensure incorporating client feedback to the Products & Services.

- Recommend usage of innovative, data-driven strategies to the Business to establish client onboarding, client service and training workflows that are scalable, cost-effective and efficient.

- Act as a focal point of contact for Voice of the Customer competency development.

- Real-time issue trending and tracking (such as complaints).

- Recommending a bank-wide approach based on key survey findings.

- Optimizing for  listening pipe opportunities, web, social media, etc.

- Facilitate the development of the accountability action chain, establishing the approaches and implementation of research to understand customer loyalty and return on investment (ROI)

Qualifications/Skills :

- 10 - 15 years of demonstrated success in a Customer Success, Client Engagement or Client Services leadership role in a multi-national customer focused company.

- Experience in Project Management experience in a top tier Management Consultancy or international financial services industry.

- Demonstrated leadership skills to include visionary & strategic planning capacity together with interpersonal, communication, motivational & team working skills.

- Excellent client relationship skills, clear and concise verbal and written communication skills, strong interpersonal and conflict resolution skills.

- Experience growing and leading geographically dispersed client service teams.

- Significant experience in a client-facing leadership role requiring engagement across a diversity of stakeholders and executives.

- Demonstrated ability to focus on multiple projects and fast-moving priorities while delivering results across multiple clients.

- Demonstrated experience leveraging technology, innovation, and data to monitor client success KPIs and deliver client value.

- Passion for technology and a strong ability to adapt to new technologies quickly.

- Proven track record of working with cross-functional teams in a collaborative environment.

- Comprehensive knowledge of the domestic & international markets.