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. The Global Head of CX is a leadership role, required to define and oversee the strategy, planning and execution of the organization\'s overall customer experience goals. This includes liaising with Domain, Hive and CX Country heads to ensure alignment of teams in providing customers a seamless customer experience across touchpoints.
• The Head of CX is in-charge of delivering a seamless customer experience across all stages and touchpoints in a customer journey and helping the CPBB business continually achieve greater customer satisfaction, NPS, customer retention as well as increased efficiency and profitability.

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 varies markets.
• Drive the global customer experience strategy and ensure cross functional Domain integration, management and planning for the best Customer Experience throughout CPBB.

Business

• Lead the Customer Experience team through review of the full customer journeys across CPBB including all touchpoints to maximize the Customer Experience.
• Improve customer satisfaction, NPS, average response time, average resolution time and other customer metrics.
• Work intensively with Domain, Hive and CX country leads to deliver a seamless customer experience across all stages and touchpoints in a customer journey and helping the CPBB business continually achieve greater customer satisfaction, NPS, customer retention as well as increased efficiency and profitability.
• Own the global customer experience blueprint and ensure continuous improvement processes alongside Country CX heads to enhance customer experience and customer service levels.

Processes

• Lead CX Governance and Customer Council forums to facilitate strong and effective collaboration across CPBB & TTO MT, Domains and Country CX Heads to deliver on the Customer Experience agenda.
• Establish and maintain efficient and effective Customer Experience processes and standard operating procedures for CPBB.
• Establish and maintain a two-way stream with customer facing teams through - collecting feedback from customer facing teams to derive meaningful insights for improvements and guide teams to ensure a customer-centric attitude is in alignment with the larger CX strategy.

People & Talent

• Lead and develop, nurture and manage a team of customer experience and research expert\'s with deep domain expertise in customer experience journeys.
• Employ, engage and retain high quality people, with succession planning for critical roles.
• Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.

Risk Management

• Responsible for identifying, assessing, monitoring, controlling and mitigating risks to the Group. Also, an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them.
• Interprets relevant data and identifies key issues based on this information and put in place appropriate controls and measures.

Governance

• Responsible for assessing the effectiveness of the Group\'s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas.
• Displays awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.
• Responsible for delivering \'effective governance\'; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group\'s Values and Code of Conduct .
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

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
• Domain Leads and respective Hive Leads, CPBB
• Global CIO and team, CPBB
• Global COO and team, 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
Experience

• 10+ years in relevant proven experience in a Head of Customer Experience position.
• Proven capability in Marketing, Customer Insights, Customer Engagement with experience
• Deep knowledge and experience a design thinking practitioner with solid knowhow/hand-on experience of CX processes, and proven customer-centered design methodologies
• Proven track record in defining compelling CX vision and translation into strategies & actions.
• Strong strategic acumen coupled with strong execution experience.
• Demonstrated ability to lead effectively in a matrix organization with a high degree of initiative and strong ability to meet key responsibilities with limited direction and oversight.
• 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

• Energy and a desire to succeed; follows through on commitments; pushes self and others to deliver exceptional results.
• Business leadership - able to provide digital and customer leadership and expertise to Regional and Country Heads.
• Excellent people leadership and talent development skills.
• Relationship building & influencing - able to build strong relationships across internal and external stakeholders.

Role Specific Technical Competencies

• CX Experience
• Design Thinking
• Strategy & Research

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.
Visit our careers website www.sc.com/careers

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