Client Experience Partner, Consumer Banking

Role Purpose

The role is responsible for shaping, governing and enabling customer experience improvements for Consumer Banking. The incumbent will work with business, product, operations, digital and service teams to understand customer needs, define experience priorities, drive measurable improvements and institutionalise a customer-first operating rhythm across key journeys and touchpoints.

Context and Operating Model

• Operate as part of an independent Client Experience Unit, with a mandate to create a customer-centric approach towards service and client experience.
• Work closely with Business Unit Heads and the management team to understand the evolving pulse and needs of customers and the business.
• Support definition of the Client Experience vision, strategy, service priorities and experience transformation roadmap for Consumer Banking.
• Partner across business units and support functions to design structured, data-driven programmes that deliver measurable experience outcomes.

Key Responsibilities

Voice of Customer (VoC) Management

·       Design, manage and continuously improve customer feedback programmes across Consumer Banking, including NPS, CSAT, CES and relationship surveys.

·       Analyse feedback, customer verbatims and survey insights to identify experience themes, pain points, friction areas and emerging expectations.

·       Collaborate with business and service teams to drive detractor service recovery, corrective action planning and closure tracking based on VoC findings.

Customer Journey Enhancement

·       Conduct journey diagnostics across priority Consumer Banking journeys to identify friction points, avoidable effort and service gaps.

·       Partner with product, operations, digital, branch, contact centre and service teams to redesign journeys based on customer feedback and industry best practices.

·       Review new or modified processes from a customer lens and recommend simplification, communication and servicing improvements.

·       Support customer-centric transformation initiatives across acquisition, onboarding, servicing, complaints, digital adoption and retention journeys.

Complaints Root Cause Analysis and Corrections

·       Perform root-cause analysis of top complaints in partnership with relevant business units and identify recurring service failures.

·       Recommend preventive actions, process corrections and control improvements to reduce repeat complaints and improve resolution outcomes.

·       Monitor complaint trends, track correction effectiveness and provide insights on systemic issues requiring management attention.

Digital Adoption and Servicing

·       Work with digital and business teams to strengthen digital servicing, improve usage and recommend new or enhanced customer-facing features based on customer needs and peer benchmarks.

·       Support CRM and service system enhancements that improve case capture, tracking, turnaround, resolution quality and customer communication.

·       Identify opportunities to migrate routine servicing to digital channels while protecting customer ease, accessibility and service quality.

Service Quality Governance

·       Define, review and monitor service standards across Consumer Banking touchpoints and highlight adherence gaps.

·       Run service review cadences with units, support mystery audits and service assessments, and ensure action plans are owned and tracked.

·       Create structured scorecards, dashboards and governance updates that reflect service performance, customer impact and closure discipline.

CX Analytics and Insights

·       Develop and monitor CX KPIs including behaviour, loyalty, service quality and touchpoint-level metrics.

·       Design, publish and improve key metrics across identified service delivery touchpoints, with clear ownership and review rhythm.

·       Synthesize data from surveys, complaints, service requests, digital behaviour and operational performance to generate actionable insights.

Customer-Centric Culture and Internal Customer Experience

·       Promote a customer-first culture through awareness programmes, customer insight sharing and practical CX engagement with business teams.

·       Support internal customer experience feedback programmes and partner with functions to improve internal service quality where it impacts external customer outcomes.

·       Build CX capability by creating simple playbooks, communication notes and best-practice examples for business and frontline teams.

Governance and Senior Management Engagement

·       Facilitate regular management reviews and decision forums on Client Experience priorities, metrics, risks and action closures.

·       Prepare high-quality updates for internal governance forums, including Board Customer Service Committee agenda inputs wherever required.

Key Deliverables

• Consumer Banking CX roadmap with prioritised journeys, initiatives, owners and measurable outcomes.
• Periodic VoC, NPS, CSAT, CES and relationship survey insight reports with themes, action areas and closure progress.
• Journey diagnostic reports and redesign recommendations for high-impact customer journeys.
• Complaint RCA and preventive-action dashboards for recurring service failures.
• Service quality scorecards, governance decks and management review notes.
• Digital servicing improvement recommendations based on customer ask, usage patterns and market practice.

Experience and Qualification

• 15+ years of experience in consumer banking, customer experience, service quality, transformation, operations, digital servicing, customer analytics or related functions; VP/SVP level experience preferred.
• Strong understanding of Consumer Banking products, customer journeys, service channels, complaint management and frontline operating models.
• Experience in NPS, CSAT, CES, relationship surveys, VoC analytics, complaint RCA, journey diagnostics and service governance will be preferred.