Self Service Ecosystem & Customer Experience Manager
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Business
Client Relationship Management, CRM Systems & Management -
Customer Service/HelpDesk
Client Relationship Management, CRM Systems & Management
Job Description & How to Apply Below
Self Service Ecosystem & Customer Experience Manager
Requisition : 278198
Employee Referral Program – Potential Reward:
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PurposeThe Manager, Self-Service Ecosystem & Customer Experience is responsible for executing the country’s self-service ecosystem (ATMs network, Digital Platforms
- Online & Mobile App, Retail Payment platforms such as ACH, RTGS, Banking Agents etc.) and Customer Experience (CX) strategy overseeing the performance and continuous improvement of all the self-service channels. Additionally, the manager is responsible to address local challenges with all relevant stakeholders by coordinating working sessions to track the progress of open action items and provide status to the Retail Business Line and/or Customers, working closely with the Technology Monitoring team to ensure the ATM fleet is optimally available to service customers conducting their day-to-day transactions.
The role ensures the delivery of seamless, customer-centric omnichannel experience, while driving adoption of digital and self-service channels and improving operational efficiency through transaction migration and performance optimization.
Key Accountabilities Self Service Ecosystem Management- Oversee the day-to-day performance and availability of the self-service ecosystem (ATMs network, Digital Platforms
- Online & Mobile App, Retail Payment platforms such as ACH, RTGS, Banking Agents etc.). - Ensure service levels, operational efficiency, and customer experience standards are met across all self-service channels by working closely with the relevant stakeholders to optimize availability of the retail digital banking channels and payment platforms as applicably noted above to facilitate the achievement of transaction migration and digital adoption targets.
- Support the implementation of initiatives to increase the usage and adoption of self-service channels.
- Monitor transaction volumes and trends, identifying opportunities to improve channel utilization.
- Lead the communication process with internal stakeholders advising of current and planned outages as well as anticipated restoration timelines of service when self-service channels are down or out of service, in coordination with ATM Monitoring & Support and Digital Factory teams.
- Execute transaction migration strategies to shift volume from high-cost to lower-cost channels (e.g., branch to self service/digital).
- Track and support the optimization of Cost per Transaction (CPT) through channel performance improvements.
- Identify and implement opportunities to streamline processes and reduce customer effort.
- Ensure consistency and alignment of customer experience across branches, digital platforms, and self-service channels.
- Collaborate with digital, product, and distribution teams to improve customer journeys across touchpoints.
- Support initiatives that reduce friction and enhance ease of use across channels.
- Liaise and work closely with stakeholders such as but not limited to Branches, Customer Service unit/Real Estate/Operations Business Support/ATM Monitoring & Support/SSC/Caribbean Digital Factory/Caribbean Retail Support to optimize the retail digital channel usage and reliability.
- Execute the country’s Customer Experience strategy as it relates to the Self-service ecosystem, ensuring alignment with regional and global CX frameworks.
- Act as a voice of the customer by analyzing end-to-end customer journeys and identifying pain points and improvement opportunities.
- Support the design and implementation of initiatives to enhance customer satisfaction and loyalty.
- Monitor and track CX metrics (e.g., NPS), ensuring effective follow-up and action planning to address gaps.
- Analyze channel performance and CX data to generate insights and support decision-making.
- Prepare regular reporting on key metrics such as channel usage, adoption rates, and service performance.
- Contribute to a test-and-learn culture by supporting pilot initiatives and continuous improvement efforts.
- Work closely with key stakeholders such as but not limited to Technology, Operations, Marketing, Risk, Compliance, and business teams to support initiative execution.
- Coordinate cross-functional efforts to ensure timely and effective delivery of self-service initiatives.
- Support vendor and partner…
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