Customer Journey & Excellence Manager

For well-known Islamic Bank in Bahrain, we are looking for Customer Journey & Excellence Manager. The ideal candidate will lead the design, optimization, and governance of customer journeys across the organization to enhance customer satisfaction, loyalty, and advocacy. Drive customer-centric transformation initiatives by analyzing customer experiences, identifying pain points and improvement opportunities, and collaborating with stakeholders to implement sustainable solutions that improve business performance and customer outcomes.

• Lead the development, maintenance, and governance of end-to-end customer journey maps for key customer segments and products.
• Ensure all customer touchpoints and interactions across channels are documented, measured, and continuously optimized.
• Identify customer pain points, moments of truth, and root causes impacting customer experience.
• Establish journey performance metrics and monitor customer experience outcomes across the organization.
• Drive journey redesign initiatives to improve customer satisfaction, retention, and service efficiency.

• Partner with business units to identify process gaps affecting customer experience.
• Support cross-functional process improvement initiatives using Lean, Six Sigma, or other continuous improvement methodologies.
• Drive customer-centric transformation programs and Support digital experience enhancements.
• Monitor benefits realization and business impact of implemented improvement initiatives.

• Build strong relationships with business and functional teams across the bank.
• Work with stakeholders to adopt customer-centric practices and decision-making.
• Facilitate governance forums to review journey performance, improvement opportunities, and transformation priorities.
• Act as a subject matter expert on customer journey management and customer experience excellence.

• Bachelor's Degree in Business Administration, Management, Finance, or a related discipline.
• Professional certifications in Customer Experience (CX), Lean Six Sigma, Design Thinking, Business Process Management (BPM), or Change Management are preferred.
• Minimum 7-10 years of relevant experience in Customer Experience, Service Excellence, Business Transformation, Process Improvement, or related functions.
• Experience with in the banking or financial services sector.

• Customer Journey Mapping
• Customer Experience (CX) Management
• Process Excellence & Continuous Improvement
• Data Analysis and Reporting
• Communication and Presentation Skills
• Stakeholder Management