We are looking for a Director of Customer Experience at OTP Bank.
Role Purpose:
- To build and develop the customer experience function as one of OTP Bank's strategic pillars: integrating research, analytics, customer metrics, CX transformation, and customer culture into a unified decision-making system.
- The role should be a driver of the transition from "research and service" to full-fledged data-driven CX management, influencing product, processes, strategy, and organizational changes.
- The Director of Customer Experience will report directly to the Bank's Chief Operating Officer.
Responsibilities:
- CX Strategy: Development and implementation of CX strategy and service model; Formation of unified service standards across all channels;
- Customer Journey Management: Building and transforming CJMs for key bank products and services; Cross-functional orchestration with business units;
- Building CX Analytics and Metrics System: Identifying drivers of customer loyalty;
- Conducting Research and Voice of Customer: From methodology to integrating insights into business decisions;
- Building CX Governance: Conducting CX committees, influencing product and service roadmaps.
Requirements:
- Practical experience in building or large-scale transformation of a customer experience function in a large company (banks, fintech, telecom, e-commerce, retail, or other service industries) with measurable results;
- Proven experience in managing cross-functional changes without direct administrative subordination of teams: ability to unite product, operations, sales, service, analytics, and IT around customer initiatives;
- Strong analytical competencies: ability to work with data, identify drivers of customer loyalty, form hypotheses, and make data-driven decisions;
- English language proficiency at the upper-intermediate level.
