Manager, Client Experience

Business Segment: Personal & Private Banking

Manage and optimise the end-to-end customer experience by overseeing, analysing and improving client interactions across all touchpoints. The role focuses on building a culture of service excellence, strengthening customer loyalty and ensuring consistently exceptional experiences. Success in this role requires strong networking and relationship building abilities, advanced data analysis capability and the confidence to deliver insights and recommendations through clear and compelling presentations.

Key Responsibilities

• Oversee and optimise all customer interactions to elevate service quality, strengthen stakeholder relationships and build long-term client loyalty.
• Maximise customer satisfaction through targeted experience enhancements, proactive issue resolution and strong presentation of insights to influence decision making.
• Develop and implement data-driven customer engageme...