Customer Experience & Process Excellence Lead

PT Bank Digital BCA (BCA Digital); Jakarta Pusat; On-site; IDR 180,000,000 - 280,000,000; Full time

Job summary

PT Bank Digital BCA (BCA Digital) is seeking a motivated Process & Service Excellence professional to drive continuous improvement across operations. The role focuses on identifying opportunities from customer feedback, standardizing service quality, and implementing automation to boost productivity and service levels.

The ideal candidate holds a Bachelor's in business/engineering, with 2–3 years in service excellence or process improvement within banking, strong analytical skills, and

Qualifications

• Bachelor's degree in a related field.
• 2–3 years of experience in Service Excellence, Customer Experience, Process Improvement, or Operational Excellence.
• Banking industry experience is highly preferred.
• Strong understanding of CX, service excellence, and continuous improvement methodologies.
• Proficient in Microsoft Office applications, especially Excel and PowerPoint.

Responsibilities

• Drive continuous improvement initiatives through process simplification, digitalization, automation, and system utilization.
• Analyze customer feedback trends to identify root causes and recommend improvements.
• Develop project plans, impact assessments, and ensure successful implementation of initiatives.
• Collaborate with cross‑functional teams to execute service excellence programs.

Skills

Analytical thinking

Process improvement

Customer experience

Cross-functional collaboration

Communication

Education

Bachelor's degree in Business Administration/Management/Industrial Engineering/Information Systems

Job description

PT Bank Digital BCA (BCA Digital) is seeking a motivated Process & Service Excellence professional to drive continuous improvement across operations. The role focuses on identifying opportunities from customer feedback, standardizing service quality, and implementing automation to boost productivity and service levels.

The ideal candidate holds a Bachelor's in business/engineering, with 2–3 years in service excellence or process improvement within banking, strong analytical skills, and