CX Lead – Digital Servicing & Experience

Role Purpose
Own and continuously enhance the customer and user experience across IVR, Chatbot and FaceApp, ensuring journeys are intuitive, seamless, accurate and aligned with the bank’s CX standards.

Key Responsibilities

• Run & Maintain: Own day-to-day CX health of IVR, Chatbot and FaceApp journeys, ensuring content, flows and customer interactions remain accurate and effective.
• Sanity & Experience Testing: Conduct regular end-to-end sanity checks across journeys to proactively identify broken flows, incorrect responses, usability gaps and customer friction.
• Journey Enhancement: Identify and prioritize enhancements based on customer feedback, VOC, complaints, interaction insights and emerging servicing needs.
• Customer Experience Design: Simplify navigation, conversational flows, messaging and self-service journeys to improve ease, clarity and resolution.
• Digital Adoption: Drive higher self-service adoption by improving journey effectiveness and reducing unnecessary transfers or assisted-service dependency.
• Change Validation: Represent the customer perspective in new releases and enhancements, ensuring CX/UAT validation before customer rollout.
• Performance Monitoring: Track key measures such as containment, completion, abandonment, transfers, failure points, customer feedback and experience outcomes.
• Cross-functional Coordination: Work closely with Product, Technology, Operations, Contact Centre and Digital teams to resolve experience gaps and deliver enhancements.