Manager Customer Experience

Banque Saudi Fransi (BSF) is a leading financial institution built on a bold vision, to merge Saudi leadership with international standards, from day one, we have gone beyond conventional banking empowering ambition, enabling growth, and shaping lasting legacies.

Apply and Be part of a dynamic team that empowers progress for individuals, businesses, and society.

• We are BSF - Always putting the needs of our people, customers, shareholders and society ahead of our own personal agenda. We are a community that we defend and protect, always.
• True to ourselves, always - We are honest with one another, even at the risk of temporary disharmony. It is never personal.
• Us before me - We put ideas before ego and leverage the expertise of others.
• Keep it simple - We strive to make everything we do as simple as possible. We set our people up for success and then get out of their way. We only need to be asked one. We own it.
• Winning is fun - We seek to be number one in the hearts and minds of our people, customers and shareholders. We have limitless ambition and the drive to win.
• Think big, act quick - We think long-term in our decisions, but we make them quickly and have a bias towards action

• Will be responsible to the building of all customer experience insights and reports within the bank covering the internal KPIs and external voice of customer related
• Build and manage the Customer experience Dashboards to be presented based on the different levels of the organizations
• Conduct multiple analysis and adhoc research to cover the customer satisfaction and operational Insights to represent the value of CX
• Familiar with data analytics tools and techniques where he can create analysis and dashboards from scratch
• Manage the Market Research and Mystery shopping activity across bank for both Personal and wholesale banking
• Define needed surveys and questionnaires to be measured across different customer’s segments and personas
• Reporting to the senior manager of Customer Experience insights, you will be the focal point for all CX Champions across the Bank and will be accountable for their understanding and execution of their responsibilities.
• Coordinate with Business Lines in developing initiatives that address most relevant levers of enhancing CX, and support BLs in the Closed Loop Feedback (huddles, call backs, etc.) and escalation processes
• Ensure consistency and quality across the CX dashboards and researches
• Ensure delivery of all change initiatives across the Bank related to CX
• Follow-up on initiatives related to enhancing CX across all Bank Channels
• Ensure timely delivery and project goals are being met
• Eliminate roadblocks or elevate them to the CX Committee
• Present progress of initiatives in all CX forums
• Report progress to the Head of Group Customer
• Experience, including health checks on the CX program and on-going initiatives
• Co-ordinate business line CX initiatives, measure progress against targets, success and advocacy
• Ensure consistency and quality in the business lines across inner and outer loop processes
• Support follow-up and escalation process for closed loop feedback
• Review call-back reports and support huddles and coaching when needed
• Facilitate cross-functional initiatives and collaboration while clearing roadblocks
• Oversee the global CX training program development
• Design training and motivational initiatives to drive customer advocacy in the bank’s employees
• Coordinate with HR to include NPS in introduction training
• Communicate bank’s goals and success stories with regards to NPS
• CX program updates and news
• Effective CLF management by the front line and celebrating CX champions
• Collaborate with Business Line heads to identify, develop & meet professional development requirements
• Conduct tailored training for the branch staff on topics related to the CX program
• Circulate memos related to the CX program based on input from the team
• Team Management:
  Operation, Lead, motivation and performance

• Bachelor in Business Administration (or similar admin program)
• Minimum 5 years of experience in a similar role in a banking environment
• Being a ‘banker’ will be an advantage, but…