- Bring together different business unit stakeholders, data and insights, marketing & sales, IT, legal & compliance, and operations to manage E2E customer journey review projects- Understanding customer journeys and prioritize initiative to improve customer experience through a data driven and empathetic approach- Support the team to review existing customer journeys, uncovering customer needs and pain points, to ensure consistency and alignment with Group’s corporate strategy - Act as the centralized key contact for CX Programmer management, progress tracking and project coordination- Design and facilitate workshops using human-centric design and design thinking methodologies- Lead and coordinate different business units and IT to conduct a bank-wide NPS & CSAT survey with an external consultant - Manage vendor procurement procedures and relationships - Identity qualitative and quantitative drivers of customer satisfaction and loyalty, and leverage these insights in customer experience improvement- Create a playbook for internal CX Training- Own and drive CX Corporate development activities, including communication plans to improve corporate culture penetration - Brainstorm and explore new initiatives/ innovation to engage group wide staff- Report to Chief of Staff and participate in quarterly senior management meetings

- Develop innovative ideas for new retail, f&b ideas- Assist and participate in qualitative research, develop personas and bring to ideation- Co-create workshops to transform client’s thoughts and ideas to corporate insights- Analysis research data to develop meaningful influence with actionable recommendations- Consultative approach to build client relationship- Understand the issues and pain points facing by our clients and execute scalable solutions