Customer Experience Strategy Manager-Egypt- Client Experience and Conduct Group-MBEGP

Develop and execute a comprehensive VoC strategy that aligns with business goals. Collaborate with cross-functional teams to ensure the effective integration of customer insights into operational practices.Identify and implement necessary changes to improve customer journeys, streamline processes, and eliminate operational bottlenecks.Establish a robust framework for collecting, analyzing, and acting on customer feedback.to improve product functionality, processes and tech infrastructure to improve client experienceUtilize insights to inform strategic decisions and foster a customer-centric culture across the organization.Collaborate with internal and external stakeholders to design and implement customer experience initiatives. Facilitate workshops and discussions to drive alignment on strategic priorities.Utilize data-driven methodologies (e.g., Lean, Six Sigma) to streamline workflows and eliminate bottlenecks.Build and maintain strong relationships with internal stakeholders and cross-functional teams and external partners to integrate customer insights into service enhancements and product development.Analyze data and performance reports and update the business, product and operation teams on areas of improvement and recommend corrective actionsDrive a culture of continuous improvement through regular monitoring and analysis of service performance and customer feedback.Stay updated on industry trends and best practices to continuously improve the customer experience, leveraging CX technologiesKey Results areasIncreased customer satisfaction and loyalty metrics.Reduction in customer complaints and churn rates.Successful implementation of CX initiatives and process improvements within established timelines and budgets.Enhanced employee engagement in customer experience practices.Improvement in Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT).Operating Environment, Framework and Boundaries, Working RelationshipsCollaborate with cross-functional teams including Business, Product Development, and Support functions to ensure alignment on customer experience and process improvement initiatives.Engage with customers to gather feedback and insights, and potentially with vendors or partners for CX tools and technologies.Strict compliance to established work instructions and operating proceduresProblem SolvingAbility to assess complex data and identify patterns or trends.Ability to analyze root of problems and define escalation processes and to track problem resolutionAbility to deal with unstructured and complex problems related to customers, which will need to be resolved by coordinating with main processing units, branches, etc.Manage the work-related issues faced by the team members in their everyday activities and the inter-departmental interactions.Decision MakingStrong judgment in selecting the best course of action based on data and insights. Liaise with executive leadership to ensure alignment on governance strategies.Authority to recommend process reviews, technology changes and ModificationsKnowledge And ExperienceUniversity degree with at least 8-9 years in customer service, corporate background, product management or related area within commercial banking 5+ years of experience in customer experience management, process improvement, or related roles..Strong analytical, reporting, and problem-solving skills.Clear and effective communication skills to convey findings and solutions to stakeholders.Ability to work with cross-functional teams to brainstorm and implement solutions.Proven track record of applying Lean Six Sigma principles to drive process improvements and enhance customer satisfaction.Ability to understand technology related issues in keeping with the job demands necessary.Clear understanding of market dynamics and the ability to assess trends.Able to assess the benefits of new technologies being introduced and their impact client experience.The leading financial institution in MENAWhile more than half a century old, we proudly think like a challenger, startup, and innovatorin banking and finance, powered by a diverse and dynamic team who put customers first.Together, we pioneer key innovations and developments in banking and financial services.Our mandate? To help customers find their way to Rise Every Day, partnering with them throughthe highs and lows to help them reach their goals and unlock their unique vision of success.Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.