Senior CX Strategy & Experience Leader

CIMB Bank Berhad; Santo Niño 1st; On-site; PHP 8,806,000 - 12,720,000; Full time

Job summary

CIMB Singapore is seeking a senior leader to head the Customer Experience function, shaping strategy, governance, and delivery across multiple CX domains. You will supervise measurement, insights, and complaints handling while guiding cross‑functional teams and senior management on service excellence.

The role requires a track record in CX leadership, design thinking, and collaboration across units to translate strategy into tangible customer outcomes in a regulated banking environment.

Qualifications

• Bachelor’s or Master’s Degree or Professional Qualification in any relevant discipline.
• At least 10 years of working experience in a relevant field, preferably with ≥ 5 years in a customer experience management role.
• At least 3 years of prior leadership experience.

Responsibilities

• Lead and be accountable for CIMB Singapore’s Customer Experience strategy, governance and delivery across CX Culture and Governance, Policy & Design, and Measurement & Insights.
• Provide oversight of the complaint management framework and collaborate with Business Units and Enablers.
• Act as the escalation point for regulatory complaint investigations and participate in Crisis Management Committee or incident-related meetings.
• Translate the CX strategy into practical initiatives, action plans and measurable service outcomes with Singapore senior management.

Skills

CX strategy

Governance

Leadership

Stakeholder management

Customer journey mapping

Service design

Education

Bachelor’s or Master’s Degree

Job description

CIMB Singapore is seeking a senior leader to head the Customer Experience function, shaping strategy, governance, and delivery across multiple CX domains. You will supervise measurement, insights, and complaints handling while guiding cross‑functional teams and senior management on service excellence.

The role requires a track record in CX leadership, design thinking, and collaboration across units to translate strategy into tangible customer outcomes in a regulated banking environment.