Customer Journey Expert Private Banking
Core
Designing and optimizing seamless customer journeys for Mass Affluent to Wealth Management clients using data, research, and feedback.
Role type
Customer Journey Expert (Service Design)
Builds
End-to-end customer experiences for Private Banking clients
Domain
Financial Services / Private Banking
Deliverable
product features
Required skills
Service Design, Data-driven analysis, Customer research, Stakeholder management, KPI tracking, Life-event journey mapping
Preferred skills
Private Banking experience, Corporate setting experience, PMO skills
Technologies
None stated
Responsibilities
Design and optimize customer journeys based on data and feedback; Resolve friction points to simplify and personalize journeys; Drive KPIs like customer satisfaction and service levels; Conduct customer research on life events; Map full customer journeys including onboarding; Build consensus with senior stakeholders and present insights; Ensure structured measurement of customer experience within journeys
