Customer Experience & Value Management (CVM) Manager

Job Description

Are you passionate about creating exceptional customer experiences and transforming customer insights into business growth? As part of the Branding, Marketing & Communications team, you will champion a customer-first culture, leverage analytics to generate business insights, and ensure consistent, seamless experiences across all customer touchpoints.

Key Responsibilities

• Develop and implement the enterprise-wide Customer Experience framework.
• Map and optimise customer journeys across retail, commercial, digital and service channels.
• Lead the Voice of the Customer programme, including feedback, surveys and NPS tracking.
• Turn customer insights and analytics into actionable improvements that drive satisfaction, loyalty and retention.
• Develop customer segmentation, retention, loyalty and customer value strategies.
• Partner with Operations, Branch Networks and Digital Marketing to improve service delivery and targeted engagement.
• Drive consistent, seamless omnichannel experiences and service excellence.
• Champion accessible, inclusive and responsible customer engagement, aligned with ESG principles.
• Develop dashboards and reports to track customer satisfaction, loyalty, retention and value.
• Champion a customer-centric culture through CX workshops, training and stakeholder engagement.

Qualifications & Experience

• Bachelor’s Degree in Business Administration, Marketing, Customer Experience, Data Analytics, Statistics, or a related discipline.
• Professional certifications in Customer Experience, Customer Value Management, Data Analytics, SQL, Power BI, Tableau, or related fields will be an added advantage.
• Minimum 7 years’ experience in Customer Experience, Customer Value Management, Service Management, Marketing Analytics, or related disciplines.
• Experience within the financial services, banking, insurance, or customer-focused service industries is highly desirable.
• Strong experience using data and customer insights to drive business performance.

How to Apply

To apply, please visit: https://forms.cloud.microsoft.com/r/RPxyMYOiZj Please state that you got the job advert through JobHub BW website when submitting your application.