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 experience- Utilize 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 actions- Drive 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 areas- Increased 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 Relationships- Collaborate 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 Solving :Ability to assess complex data and identify patterns or trends.- Ability to analyze root of problems and define escalation processes and to track problem resolution- Ability 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 Making :- Strong 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 Experience:- University 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.