Head of Customer Experience, CX Strategy & Excellence

cimb bank berhad; Singapore; On-site; SGD 180,000 - 300,000; Full time

Job summary

CIMB Singapore seeks a senior leader to head the Customer Experience function, accountable for strategy, governance and delivery across the local operation. The role leads CX culture, policy design, measurement and complaints management to drive customer-centric outcomes.

The candidate will collaborate with Singapore senior management, business units and enablers to translate the CX strategy into concrete initiatives and measurable service improvements in a regulatory-compliant 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.
• Provide oversight of CX culture and governance, policy, design and communication, and CX measurement and insights.
• Oversee the complaint management framework and regulatory reporting in collaboration with relevant units.
• Act as escalation point for regulatory complaint investigations and participate in Crisis Management Committee or incident meetings.
• Translate the CX strategy into practical initiatives and measurable service outcomes with senior management.

Skills

CX leadership

Customer journey mapping

Voice of Customer

Service design

Stakeholder management

Data-driven insights

Education

Bachelor’s or Master’s Degree or Professional Qualification

Job description

CIMB Singapore seeks a senior leader to head the Customer Experience function, accountable for strategy, governance and delivery across the local operation. The role leads CX culture, policy design, measurement and complaints management to drive customer-centric outcomes.

The candidate will collaborate with Singapore senior management, business units and enablers to translate the CX strategy into concrete initiatives and measurable service improvements in a regulatory-compliant environment.