Customer Experience Lead

I. Job Responsibilities

• Act as the Voice of Customer lead across acquisition, issuance, activation, usage and cross selling journeys
• Build and maintain a comprehensive customer insight repository using NPS, CSAT, complaints, contact center data, customer interviews, branch feedback, digital analytics and market research
• Identify key customer pain points, unmet needs and moments that matter across segments and channels
• Develop customer personas, needs profiles, moments-that-matter frameworks and experience priorities for key customer segments
• Identify root causes of customer dissatisfaction across products, channels, processes, systems, communications and operational handoffs
• Provide customer insight and pain-point priorities to Product Leads, Journey Design Specialists, Business Analysts and squad members
• Validate future-state journeys, prototypes, communications and service standards using customer evidence and feedback
• Monitor customer experience performance and ensure customer issues are tracked, prioritized and resolved through platform governance
• Coordinate with Operations, Contact Center, Branch, RM, Digital, Risk, Compliance and Technology teams to drive closure of recurring customer issues

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II. Measurement Indicators

• Customer satisfaction: NPS, CSAT, customer effort score, satisfaction by segment, satisfaction by journey and satisfaction by channel
• Pain point resolution: top pain point closure rate, recurring issue reduction, root cause closure rate and backlog conversion from customer pain points
• Complaints and service quality: complaint volume, complaint rate, repeat complaint rate, complaint resolution TAT, contact rate and repeat contact rate
• Journey performance: application drop-off, onboarding friction, activation friction, failed transaction contact rate, dispute experience, rewards complaint rate and servicing completion rate
• CX improvement: reduction in customer complaints, reduction in repeat contacts, improvement in onboarding experience, improvement in servicing experience and post-release CX improvement

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III. Key Qualifications and Experience

1. Education

• Minimum: Bachelor's Degree in Business Administration, Marketing, Customer Experience, Psychology, Data Analytics, Statistics, Finance or a related field
• Preferred: Master's Degree or MBA; customer experience, service quality, research analytics, NPS or journey management certification preferred

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2. Experience

• 8–12 years in customer experience, service quality, customer journey, customer analytics, digital banking, cards, payments or retail banking transformation
• Experience diagnosing customer pain points by segment, product, channel and journey stage and managing Voice of Customer, NPS, CSAT, complaints and customer research

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3. Skillsets

• Deep understanding of customer pain point management, Voice of Customer, NPS, CSAT, customer effort, complaints and journey diagnostics
• Ability to identify root causes of pain points across segments, channels, products, processes, systems, communications and operational handoffs
• Strong knowledge of retail banking, cards and payments journeys, including acquisition, application, onboarding, activation, transaction, servicing, rewards, disputes and retention
• Strong analytical skills to convert customer feedback, complaints, contact reasons, digital drop-offs and frontline feedback into actionable insights

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IV. Attributes

• Strategic mindset: balance customer experience priorities with platform growth and operational feasibility
• Customer focus: understand customer needs, pain points and moments that matter across segments to advise on simple, relevant and low-friction journeys
• Stakeholder balance: build trusted relationships across Product, Risk, Compliance, Technology, Operations, Channels, partners and frontline teams to align customer issue resolution
• Drive results: translate customer pain points into clear insights, journey design input, measurable improvement actions and stronger service quality
• Collaborate: collaborate across squads and functions to help Journey Design Specialist and Product Owners reduce friction, complaints and customer dissatisfaction

 

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Manpower is committed to a safe, secure, and transparent hiring process. We will never request any form of payment, banking details, or sensitive personal information at any stage of recruitment.

If you receive any suspicious communication claiming to be from Manpower, please report it immediately to: [email protected]

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