CX INSIGHTS OFFICER

The Customer Experience (CX) Insights Officer drives customer insight and performance management initiatives by transforming customer, operational, and experience data into actionable intelligence, enabling data-driven decisions that enhance customer outcomes, operational effectiveness, and customer-centricity across the Bank.

The CX Insights Officer exercises enterprise-wide responsibility for customer insights, Voice of the Customer programs, customer experience measurement, and performance analytics. The role influences strategic and operational decisions by transforming customer and business data into actionable insights that drive customer-centric improvements, enhance customer outcomes, and strengthen organizational performance.

Responsibilities

• Drive customer and business insight generation through advanced analytics, research, and performance measurement, enabling informed decision-making and improved customer outcomes.
• Champion the Voice of the Customer by converting customer feedback and experience data into strategic recommendations, strengthening customer-centric decision-making across the organization.
• Partner with business units to assess customer experience opportunities and measure initiative effectiveness, driving sustainable improvements in service delivery, loyalty, and customer trust
• Determine the most significant customer, operational, and experience trends requiring management attention
• Assess and interpret customer feedback, VOC results, satisfaction metrics, and performance indicators to identify risks and opportunities
• Recommend strategic and operational actions based on customer insights and performance analytics
• Influence business decisions through data-driven recommendations and evidence-based insights.
  
  

• Bachelor’s degree in marketing, business administration, finance, economics, data analytics
• 3 years experience in customer experience, business analytics, customer research, performance management, strategy, marketing analytics, or related functions
• 2 years background in Customer and Data insights, analytics and reporting
• Presenting insights and recommendations to senior management and cross-functional stakeholders
• 3 years' experience in retail banking dealing with known customers, including the management thereof
• Familiarity with Bank/Financial Institution Products and Services
• Exposure on Customer Experience & Customer Program, Marketing, Market Research, Data Analytics
• Strong interpersonal and collaboration skills to work cross-functionally
• Excellent verbal and written communication skills
• Innovative mindset with the ability to think creatively and problem-solve
• Updated on Industry / Market trends and competition