Job Description

The Role Responsibilities

Overall

• This CX role is the torchbearer of a customer-centric culture in an organization that leads to great customer experience. As a CX Analyst within the team, you will bring your mastery of analyst experience to coach stakeholders and teams across the bank as we transform the way we collect data, listen to customers, and identify the focused area to improve experience for our customers.
• This role will be focusing on operationalizing the Global CX Strategy, Complaints Optimisation, NPS, Analytics, and market partnering. A \xe2\x80\x9cchallenge accepted\xe2\x80\x9d attitude is a must in this fast-paced environment.

To achieve this, the role holder is required to perform the following:

Strategy

• Review industry best practices and benchmarks to ensure CPBB is always efficient in their setup and operation across Customer Experience domain.
• Brings in the customer lens, voice, behavior, and insights and translates these into a defined set of linked end-to-end customer experiences to our various markets.
• Partner with Analytics and Insights teams on CX optimisation initiatives to turn data into actionable insights.
• Translate insights into compelling story, and effectively communicate business outcomes that deliver a best-in-class ROX.

Business

• Continuously monitor, analyze, and improve customer satisfaction, NPS, average response time, average resolution time and other customer metrics.
• Operationalise the global customer experience blueprint and ensure continuous improvement processes alongside Country CX heads to enhance customer experience and customer service levels.
• Work intensively with Hive and Country CX teams to deliver a seamless customer experience across all stages and touchpoints in a customer journey.

Processes

• Operationalize CX Governance forum to facilitate strong and effective collaboration across CPBB CX Heads to deliver on the Customer Experience agenda.
• Standardise and maintain Global Customer Experience framework and standard operating procedures for CPBB.
• Build and maintain user friendly dashboards to visualize client insights and turning data into insights by using data analytics tools like Qualtrics, Tableau, PowerBI.
• Managing vendors to translate business objectives into tangible results and deliverables.
• Understand Design Thinking processes and techniques, ideation methodologies and agile development (design sprints and rapid prototyping). Suggesting the right tough points to collect data and measure right clients insights during the design thinking process.
• Participate group activities such as envisioning / ideation, planning, issue resolution, action planning, assumptions testing & prototyping as well as requirements gathering.

Key stakeholders

Internal

• Group and Country Personal Banking teams, Digital teams, Product teams and CX teams
• Group Digital Management team, CPBB
• Group Personal Management team, CPBB
• Sub-Domain Leads and respective Hive Leads, CPBB
• Global CIO teams, CPBB
• Global COO teams, CPBB
• Global Chief Transformation Officer and team, CPBB
• Global Head Data and Analytics and team, CPBB
• Group and Country Wealth Management teams
• Group and Country Brand & Marketing teams
• Support Functions - Retail Operational Risk, Retail Banking CFCC, ITO, Finance, GIA etc.

External

• Consulting firms and research partners

Our Ideal Candidate

Qualifications

This customer obsessed role requires a confident, experienced professional, with deep understanding and experience in three core disciplines \xe2\x80\x93 Research in competitive analysis and data analysis; Design thinking and ideation methodologies; Rapid prototyping & design sprints and agile product management. This person will be an expert in advocating for customer experience across the bank.

A \xe2\x80\x9cchallenge accepted\xe2\x80\x9d attitude is a must in this fast-paced environment.

Experience

• 7+ years of working experience in financial services industry
• 3+ years in CX, research, data, and customer insights management in finance industry.
• Experience in design thinking with solid know how/hand-on experience of CX processes, and proven customer-centered design methodologies.
• Proven track record in executing & operationalizing a CX vision.
• Strong strategic acumen coupled with strong execution experience.
• Outstanding stakeholder management skills.
• Strong collaboration, consensus building, problem resolution and communication skills are a prerequisite.
• Application of in-depth customer experience knowledge and best practice.

Personal

• Proven achievement of consistent, high-quality results.
• High energy, can-do attitude, very strong sense of ownership and desire to succeed with commensurate analytical and strategic skills.
• Executive-level communication & presentation skills; must have persuasive "presence" and ability to effectively communicate technology to business stakeholders and business to technology people
• Energy and a desire to succeed; follows through on commitments; pushes self and others to deliver exceptional results.
• Relationship building \xe2\x80\x93 able to build strong relationships across internal and external stakeholders.

Role Specific Technical Competencies

• CX Experience
• Design Thinking

About Standard Chartered

We\'re an international bank, nimble enough to act, big enough for impact. For more than 160 years, we\'ve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you\'re looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can\'t wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you\'ll see how we value difference and advocate inclusion. Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
• Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum
• Flexible working options based around home and office locations, with flexible working patterns
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you\'ve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

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