Head Customer Experience & RetentionExpiring Soon!

• Develop and implement the bank's customer experience strategy and champion a customer-centric culture at every touchpoint.
• Lead the design and continuous improvement of key customer journeys and remove pain points and process friction across branches.
• Oversee complaints management and service recovery frameworks, addressing root causes of recurring issues.
• Drive a seamless experience across digital channels and the Wendi ecosystem with Product, Digital, Technology, Marketing and Governance teams.
• Lead customer retention by developing strategies that reduce churn and strengthen relationships.
• Drive targeted retention interventions for high-value, at-risk and declining customers through loyalty and engagement initiatives.
• Build customer analytics and insights capability from feedback, behavioural data and analytics.
• Track and report NPS, customer satisfaction, retention and churn, and channel performance measures.
• Establish governance and reporting and advise management on experience and retention performance.
• Ensure adherence to regulatory requirements, KYC standards and bank policies.
• Provide strategic leadership and direction to the Customer Experience and Retention team.

Qualifications & Experience:

• Degree in Finance, Business Administration, Economics, Marketing, Statistics, Information Science or a relevant field.
• Professional certification in Customer Experience, Service Management, Digital Transformation or Data Analytics is desirable.
• Postgraduate qualification or MBA is an added advantage.
• Minimum of eight years' experience in banking or financial services, with at least five years in a managerial role.
• Demonstrated experience leading customer experience, customer success, service excellence or retention functions.

Skills & Competencies:

• Strong strategic thinking and ability to turn customer insight into service change.
• Leadership and people management across multi-site teams.
• Analytical capability with NPS, satisfaction and churn measurement.
• Stakeholder management at senior and executive level.
• Sound knowledge of regulatory and KYC obligations.