Customer Journey Expert - Accounts & Services
Core
Design communication strategies to increase customer penetration in Mass Private Banking (MPB) and add-value services (Travel Plan, Global Exchange, Tax Down) while managing operational risks and improving digital processes.
Role type
Customer Journey Expert (Accounts & Services)
Builds
Customer engagement strategies, communication campaigns, and digital process improvements for transactional customers.
Domain
Banking / Customer Experience
Deliverable
product features
Required skills
Communication strategy design, campaign management, operational risk control, incident management, stakeholder leadership, analytical mindset, digital process improvement
Preferred skills
Agile team experience, product management experience
Technologies
None stated
Responsibilities
Design communication strategies to increase MPB and add-value service penetration; Follow up on campaigns with Growth, Marketing, and Customer Insights; Maintain operational and financial risk control per regulatory frameworks; Support customers by attending and following up incidents; Maintain assets with IT; Increase customer satisfaction via Voice of the Customer management; Reduce call volume by improving digital processes
Seniority
Mid-Senior (5+ years experience)