Create your future with Affin! ​​You too can make a difference.

Join us at AFFIN, where the open minds meet and be inspired by a shared commitment to great work. Here, you don’t just stay at the forefront of the industry – you can make a difference too.

Key Responsibilities:

• Strategic Leadership and Vision:
  • Develop and execute a comprehensive customer journey strategy aligned with the bank's overall business objectives and customer experience vision.
  • Establish and maintain a deep understanding of customer needs, behaviors, and expectations through ongoing research and analysis.
  • Identify emerging trends and best practices in customer experience design and incorporate them into the bank's strategy.

• Team Leadership and Development:
  • Lead, mentor, and develop a team of customer journey designers, fostering a culture of innovation, collaboration, and customer-centricity.
  • Provide guidance and support to team members in the development of customer journey maps, service blueprints, and other design artifacts.
  • Ensure the team has the necessary skills, tools, and resources to effectively execute their responsibilities.

• Customer Journey Design and Optimization:
  • Oversee the creation and maintenance of detailed customer journey maps that visualize the end-to-end customer experience across all channels (online, mobile, in-branch, etc.).
  • Identify pain points, friction points, and opportunities for improvement within existing customer journeys.
  • Develop and implement innovative solutions to address identified pain points and enhance the overall customer experience.
  • Utilise design thinking methodologies to facilitate workshops and ideation sessions with stakeholders to generate new ideas and solutions.

• Cross-Functional Collaboration:
  • Collaborate closely with cross-functional teams (marketing, sales, product, technology, operations, etc.) to ensure alignment on customer experience goals and strategies.
  • Partner with stakeholders to prioritise and implement customer journey improvements.
  • Communicate customer journey insights and recommendations to key stakeholders, using clear and compelling visuals and data.

• Research and Analytics:
  • Oversee the collection and analysis of customer data (surveys, feedback, analytics, etc.) to inform customer journey design decisions.
  • Establish and maintain key performance indicators (KPIs) to measure the effectiveness of customer journey improvements.
  • Measure and report on the benefits (ROI) of implemented customer journey improvements, demonstrating the value of CX initiatives.
  • Analyse Voice of Customer (VoC) insights, including NPS, CSAT, and customer complaints, to identify areas for improvement in customer touchpoints, products, and services.
  • Conduct user research (interviews, usability testing, etc.) to gather insights into customer needs and behaviors.

• Innovation and Experimentation:
  • Foster a culture of experimentation and continuous improvement within the team.
  • Identify and evaluate new technologies and tools that can enhance the customer experience.
  • Lead the development of prototypes and proof-of-concepts to test new ideas and solutions.

• Governance and Standards:
  • Establish and maintain customer experience design standards and guidelines.
  • Ensure compliance with relevant regulations and policies.