CX & Innovation Expert

Job description

What you will lead & deliver Shape the CX & NPS strategy Turn Customer & Employee feedback in change - Define the NPS ambition and steer the roadmap across the Segments, Channel, and Products. - Bring clarity, prioritization, and focus — ensuring the organization acts on what matters most for our customers - Translate Voice of the Customer data and insights into clear priorities that challenge the status quo. - Identify systemic issues, unlock improvement opportunities, and track progress across the bank. Drive end-to-end experience design: Embed customer obsession across the orga - Support the re-design of key products, services and processes to remove friction and increase customer value - Collaborate closely with product tribes, commercial and operational teams, as well as global CX experts to shape better journeys and propositions - Lead programs that shift mindsets, ways of working and rituals towards customer centric behaviour - Coach teams, influence senior stakeholders and ignite a CX culture that sticks - Build capabilities through training, storytelling, knowledge sharing and strategic guidance - Run explorations and deep‑dive analyses to surface patterns, pain points and...