Please give us some details about the role you want to fill and let us know why you think our client might be the perfect candidate for you.
What happens next?
Our Job Search Specialist Mark Beltran will facilitate the next steps:
Mark will let our client know that you have shown an interest in their professional skills.
You will receive a full job application from our client and might want to offer them a formal job interview if you see the right potential in this candidate.
If you decide that you would like to offer the role to our client, we will help to make the next steps as smooth as possible.
You will be supported by our Licensed Immigration Advisers, who will take care of all visa related aspects of the process of offering our client a job.
Offering a job to our client will be straight forward.
Customer focused professional skilled in driving improvement initiatives, demonstrating leadership and strategic thinking. Experienced in managing CX projects, designing end-to-end customer journeys, measuring and tracking KPIs, implementing automation solutions, tactical planning, and analysing trends. Effective communication and relationship building skills to work with, lead, and coach cross-functional teams. Ability to navigate complex challenges and deliver results.
• CX analytics; designing online surveys and analysing responses.
• MS Office applications
• SQL, Power BI
• Certified BI content development for SAS
• VOC platforms, NPS and CSAT evaluation
Sept 2014 – present, Mashreq Bank
Joined as Analyst in 2014 and promoted to a CX Manager in 2019 and then AVP CX in 2022
Overview: Lead CX and Digital initiatives for projects concerning website, online banking, chatbot, mobile banking, ATM, CDM, Help & support section, and calls reduction project.
Key Accomplishments
Initiated and managed CX analytics, designed online surveys, and analysed responses
• Identified process gaps and provided insights to management, influencing changes in processes and policies
• Evaluated NPS and CSAT feedback for digital channels to reduce detractors and shift passives to promoters ,ultimately enhancing overall customer experience
Supervised Workforce management across three sites
• Analysed and reported call trends, staffKPIs, and key volume drivers
• Optimised workforce utilisation, reduced call volumes, and increased CSAT scores
• Achieved improvements in call centre efficiency and customer satisfaction
Led CX and digital initiatives for various projects, such as website enhancement, online banking, chatbot implementation, and mobile banking improvements
• Utilized an Agile approach, liaised with digital squads, and ensured timely delivery of journeys
• Successfully brought products and services to the forefront of their CX initiatives and was successful in migrating 50% of walk in traffic away from branches to alternate channels
• Consistently evaluated NPS and CSAT feedback for digital channels
• Analysed customer feedback, identified pain points and proposed improvements to enhance customer experience
• Drove continuous improvement initiatives and delivered positive customer experience outcomes
Identified process gaps and managed performance to enhance customer service
• Recommended and implemented process improvements, reducing department escalations and calls to the contact centre
• Achieved improved customer experience and reduced operational inefficiencies
Collaborated with cross-functional teams, including digital squads, stakeholders, and senior management
• Effectively communicated project updates, presented findings and recommendations, and facilitated discussions to drive alignment and decision-making.
• Conducted training sessions for callcentre agents to enhance their communication skills, resulting in improved customer interactions and satisfaction
Key Functions
• Collaborate with Digital Squads, Product Managers, and segments to enhance products, journeys, and processes
• Create and identify value with a customer-centric mindset
• Work with stakeholders to improve business processes and align them with digital channel transformation
• Participate in the design of Digital Journeys and blueprinting for different products and services
• Conduct user testing for new developments
• Develop communications with Marketing team to raise customer awareness about newly developed journeys
• Review and approve all outgoing customer communications
• Collaborate with Business, IT Security, and Risk teams to obtain approvals for system enhancements, empowerment, system access, and process improvements
• Establish and maintain strong relationships with internal and external stakeholders such as segment managers, product managers, process governance, channel management,IT, risk, and legal departments to deliver seamless customer experience projects
• Hands-on experience in an Agile delivery environment, participate in Agile sessions with the digital squad
• Conduct prototyping sessions and focus group sessions with stakeholders using a DesignThinking approach
• Demonstrate a strong focus on quality, quickly identifying deficiencies, and recommending solutions
• Evaluate NPS and CSAT feedback for digital channels to reduce detractors and shift passives to promoters
• Influence client journeys for optimal CX levels; design end-to-end customer journeys
• Measure and track CX KPIs across segments, channels, and products
• Implement tactical planning for key customer experience initiatives and customer journey mapping
• Define CX KPIs and implement automated tracking mechanisms
• Implement innovations in line with the organisation's strategic vision and long-term goals
• Manage CX projects across call center, website, app, and branches
• Recommend optimisation and automation solutions
• Collaborate with product, operations, and segment teams for updates and amendments
2007– June 2014, HSBC
• Led the performance management and MI team and monitored and analysed financial performance of HSBC and its various lines of businesses
2006 – 2007, Citi
• Handled multiple collection agencies with confidentiality, professionalism and attention to detail
2002– 2006, Fidelity National Information Services
• One point contact for inbound processes for clients in America and analysed and reported functional or technical irregularities to clients
• Master’s in Business Administration (Finance)
• Bachelor of Commerce
• SAS Content Developer
• Mapping Customer Journeys
Sports, music and fish keeping. Having a fish tank is a relaxing hobby which allows me to create a beautiful underwater world, and is a great way to learn about different types of fish. I also have a green thumb!
