Client Experience Manager, Retail Banking (Senior Manager)

AmBank Group; Kuala Lumpur; On-site; MYR 90,000 - 120,000; Full time

Job summary

A leading banking group in Malaysia is seeking a Client Experience Manager in Retail Banking. The role involves overseeing the customer experience lifecycle, fostering collaboration to enhance service delivery, and implementing impactful customer experience initiatives. Candidates should have at least 5 years of banking experience, strong communication skills in BM and English, and a relevant bachelor's degree or MBA. This position offers an opportunity to shape customer interactions and contribute significantly to the organization's objectives.

Qualifications

• At least 5 years of experience in the banking and finance industry.
• Experience in driving collaboration with leadership.
• Ability to interact with all levels of management.
• Implement high-impact customer experience initiatives.
• Proficient presentation and communication skills.

Responsibilities

• Ensure a quality customer experience at all stages.
• Track customer evaluation and feedback.
• Develop recognition programs for customer compliments.
• Initiate collaboration activities to enhance customer experience.
• Influence middle management in providing seamless interactions.

Skills

Customer Experience Management

Interpersonal Skills

Presentation Skills

Communication Skills (BM and English)

Collaboration

Education

Bachelor's degree in any business field

MBA or any other professional qualification

Tools

Microsoft 365

Six Sigma

Job description

Client Experience Manager, Retail Banking (Senior Manager)

Responsible for the customer experience life cycle, ensuring that a quality customer experience is provided at all stages of customer journey with the Bank’s products and services.

Responsible for selected internal and external customer experience via daily functions and collaboration with other stakeholders of Retail Banking.

Track the progress of the target segments or customer drivers.

Develop internal recognition programs for customer compliments; and for collaboration that resolves or prevents issues, and creates value for internal and external customers.

Responsible for customer evaluation and feedback, and subsequently analysis and dispersion of knowledge and findings to all stakeholders.

Clear understanding and ownership of survey evaluations, NPS and customer satisfaction (C‑Sat).

Initiate collaboration activities and projects with internal and external teams to grow the target segment and align the customer experience seamlessly.

This position reports to the Head of Retail Marketing and Engagement; and influences the middle management and frontline employees of Retail Banking team and business unit champions in providing seamless interactions and mutual value to customers.

Requirements

• At least 5 years experience working in the banking and finance industry.
• Experience working in collaboration with leaders and colleagues to drive results.
• Experience in interacting with all levels of management/staff and across organizational lines.
• Experience in implementing diverse and high impact CX initiatives to support organizational objectives.
• Excellent presentation skills.
• Excellent interpersonal skills.
• Excellent written and oral communication skills in BM and English.
• Proficient in Microsoft 365 suite (for Business) is an added advantage.
• Experience in Six Sigma is an added advantage.
• Bachelor’s degree in any business field.
• MBA or any other professional qualification an added advantage.

About AmBank Group

Since our founding in August 1975, AmBank Group has grown into one of Malaysia’s largest banking groups by market capitalization. Our dynamic ecosystem includes:

At AmBank Group, we believe that diversity fuels innovation, and creativity drives progress. Our P2ACE Employee Value Proposition—Principled, Proactive, Appreciative, Collaborative, and Experimental— is the heartbeat of our culture. It shapes how we work, how we grow, and how we make a difference.