CX Senior Manager

Our client, a leading financial institution in Malta is looking for an experienced CX Senior Manager. Reporting to the Chief Digital Officer, leading the way in shaping, launching, and refining the Customer Experience programmes and initiatives, with the aim of elevating the overall customer experience offered, whilst driving the delivery of solutions that effectively address pain points and capitalising on identified opportunities.

Your responsibilities will include:

• Assisting and executing strategies for enhancing customer experience,
• Identifying opportunities for ongoing improvement in customer experience,
• Influencing strategic decision-making by providing customer insights and representing the customer at internal forums and strategic committees,
• Leading, planning, and coordinating initiatives to design customer experience enhancements, from initial discovery to proposing potential solutions and overseeing implementation after approval by relevant stakeholders,
• Establishing and managing a repository of process journey maps following industry best practices, clearly illustrating enhancements made to customer experience,
• Collaborating with internal stakeholders to integrate customer experience improvement into the daily operations and promote innovation in customer experience;
• Prioritising, designing, and supervising the implementation of service enhancements aligned with strategic goals,
• Modeling customer experience based on industry best practices and innovative trends,
• Cultivating a culture of innovation focused on delivering added value to customers.

Working Hours: Monday - Friday

• Possess a minimum of three (3) years’ experience in Customer Experience or service management role.
• CX Design & process journey mapping
• Organisation, Leadership and People Management
• Project Management
• Service Design
• Customer Experience Management

• Possess an MQF Level 6 Degree in Marketing, Business Management and/or Finance or in a related field.
• Possess certification in CXM, CX Design or Design Thinking would be an asset.
• Possess previous proven experience in the Finance industry would be an asset.

• Enhanced vacation leave and Bank Holidays
• Comprehensive health insurance coverage for employees and the family.
• Additional perks include accredited training programs, study leave, staff home loan rates, fee exemptions, voluntary pension scheme, Equal Opportunities Employer certification, and support for children's summer school costs.