CX Specialist

Job Description: Customer Experience (CX) Specialist (Banking)

Job Overview

We are looking for a data-driven, empathetic Customer Experience (CX) Specialist to join our retail banking team. In this role, you will champion the customer by partnering across departments to design, implement, and continuously improve the full banking experience. You will review and analyze customer feedback, build and refine customer journey maps across both digital channels and physical branches, and lead improvements that enhance customer satisfaction, retention, and loyalty.

Role : Customer Experience 

Indurstry : Banking

Reports To: Head of Customer Experience / CX Manager

Employment Type : 12 Months Contract

Key Responsibilities

1. Journey Mapping & Touchpoint Optimization

Map End-to-End Journeys: Create and maintain detailed customer journey maps for priority banking workflows (including account opening, loan applications, mobile app onboarding, and dispute resolutions).

Omnichannel Alignment: Ensure customers experience a seamless, low-friction transition when moving between digital banking (mobile/web), call centers, and physical branches.

Pain Point Identification: Detect bottlenecks, abandoned or dropped applications, and high-effort touchpoints, then develop practical, customer-focused recommendations.

2. Voice of the Customer (VoC) & Data Analytics

Manage Feedback Loops: Oversee the collection and analysis of customer feedback using surveys (NPS, CSAT, CES), focus groups, and social listening.

Data-Driven Insights: Convert complex customer data and behavioral analytics into clear, actionable insights to support product, IT, and branch operations teams.

Root Cause Analysis: Review recurring customer complaints or reductions in satisfaction metrics to identify and resolve underlying systemic issues.

3. Cross-Functional Collaboration & Culture

Advocate for the Customer: Serve as the “voice of the customer” within cross-functional project teams, ensuring CX standards are incorporated into new banking products and financial technologies.

Training & Enablement: Work with Human Resources and Training teams to create CX guidelines and culture initiatives for front-line branch personnel and contact center agents.

Required Skills and Qualifications

Education & Experience

Degree: Bachelor's degree in Business Administration, Marketing, Psychology, Data Analytics, or a related field.

Experience: 3–5 years of experience in Customer Experience, Customer Success, or Service Design—ideally within the banking, FinTech, or financial services sectors.

Certifications (Preferred): CCXP (Certified Customer Experience Professional) or Six Sigma certification is a strong plus.

Technical & Soft Skills

Banking Knowledge: Strong knowledge of core retail banking products (accounts, loans, mortgages) and regulatory compliance frameworks (including e.g., KYC, AML, consumer privacy laws).

Analytical Tools: Skilled in CX management platforms (such as Medallia, Qualtrics), data visualization tools (Power BI, Tableau), and journey mapping software.

Empathy & Communication: Outstanding communication and storytelling skills—capable of transforming complex data into a persuasive human narrative that motivates action among stakeholders.