Are you a talented CX professional looking for your next career move? If you are passionate about driving customer satisfaction and loyalty through innovative and effective strategies, then this career opportunity is for you. By joining our newly established CX team, you will have the opportunity to make a significant impact on the bank’s customer-centricity journey and drive business success.
As a CX Lead, you will play a pivotal role in shaping and enhancing the customer experience strategy for our bank. This position requires a unique blend of business acumen, CX expertise, and technological proficiency to craft and implement initiatives that ensure seamless, customer-centric interactions across all touchpoints. Your role is integral to driving a customer-focused culture while aligning CX objectives with the bank's overall business goals.
KEY RESPONSIBILITIES
Develop and implement a comprehensive customer experience strategy aligned with the bank’s objectives focusing on enhancing customer touchpoints and digital interactions.
Collaborate closely with product and design teams to ensure CX principles are integrated and are aligned with customer needs and expectations.
Lead end-to-end customer journey mapping and analysis, to identify pain points and uncover opportunities for optimization.
Measure and analyze CX metrics to evaluate the effectiveness of initiatives and identify areas for improvement.
Lead specific CX projects and oversee their progress and outcomes.
Develop customer personas to guide the design and delivery of exceptional customer experiences.
Support and monitor customer service performance across all channels, identifying areas for improvement and driving enhancement initiatives
Provide actionable recommendations to various departments to enhance CX outcomes.
Leverage customer insights and data to refine strategies and inform decision-making processes.
Conduct competitive analysis and benchmarking to maintain a leading edge in customer experience.
ACADEMIC QUALIFICATIONS
Bachelor's in Business Administration, Marketing, any STEM related subject or other related subject
Master's degree in any of the above subjects will be considered as an advantage
PROFESSIONAL EXPERIENCE / SKILLS
2 years of proven working experience in a related role. Subject matter expertise in customer experience within the banking industry or in financial services or similarly regulatory environment is considered an advantage.
Experience in designing and executing CX strategies, in enhancing customer satisfaction and loyalty.
Expertise in analyzing and interpreting CX metrics
Knowledge of CX technologies (CX Platforms, Customer Journey Mapping tools) and their application in driving customer-centric solutions is considered an advantage.
Familiarity with user research methods, usability testing, and tools.
Proficiency in creating customer personas and mapping customer journeys.
Comprehensive understanding of user-centred design principles and best practices in customer service.
Skilled in managing organizational change and instilling a customer-first mindset.
Design thinking knowledge.
Analytical and critical thinking skills.
Demonstrated ability to work efficiently with cross-functional teams and stakeholders
Strong communication and presentation skills
Ability to work under pressure and time constraints
Excellent written and verbal communication skills in both English and Greek.
KEY BENEFITS:
Medical insurance.
Provident fund (current contribution 9%)
Life insurance.
Ongoing opportunities for personal and professional development