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To be the custodian of the customer experience through involvement in the development of experience design and identifying to drive change management where there is a business need.
Be the voice of the customer and partner with stakeholders to consistently deliver a remarkable customer experience
Imbuing the Power of One culture across the organization
Scope of Responsibility:
Collaborate with stakeholders to address customer escalations and ensure timely resolution.
Through understanding of customer pain points, identify and drive change management with the respective teams.
Partner with the Customer Experience governance and analytics team to provide insights of what is causing customer dissatisfaction.
Assess customer dissatisfaction through the lens of Fair Dealing Guideline/ Treat Customers Fairly principles, where there are concerns on the design of existing products, services and features which may be unfair to customers.
As the LOB relationship manager for designated lines of businesses, build a relationship with stakeholders to deliver on their business objectives whilst maintaining a remarkable customer experience.
Partner with respective lines of businesses to deliver marketing and portfolio action campaigns which are simple for customers to understand and simple for frontline teams to explain/ service.
Change Management & Experience Design:
Leverage on 5 major data sources (escalated complaints, social media, NPS TD & BU, trending of problem incidences) to prioritize change management opportunities
Apply agile scrum methodology to manage change management initiatives
Proactively engage key stakeholders to incorporate experience design which meets both business profitability and positive customer experience objectives
Bachelors degree in Customer Experience Design/ Arts & Social Sciences/ Business Administration/ Marketing
8-10 years of direct banking experience within multi-national, multi-business consumer financial institution
Success in service and business roles such as marketing, product management, policy development that demonstrate deep business knowledge and product expertise
Skilled in collaborating with internal partners, external constituents and clients
Strong critical thinking and problem solving skills, including the ability to analyze operational processes and potential customer impact
Intellectual curiosity and strong research skills to understand implication of processes on customer experience
Confidence to operate in a customer centric manner, focused on decision making