Customer Experience Officer

About the role

The Customer Experience Officer will act as the central point for all Branch Experience Ambassador activities, ensuring seamless service delivery across physical branches. Reporting to the Service Delivery Head and Deputy COO, the role combines process documentation, product expertise, and direct customer interaction.

Key responsibilities

• Document and continuously improve processes related to Branch Experience Ambassador tasks.
• Serve as the primary liaison between Service Delivery, Banking Operations, and internal stakeholders to align with the bank’s strategic direction.
• Become a product expert and train new Branch Experience Ambassadors.
• Oversee end‑to‑end service delivery, ensuring timely completion and compliance with KPIs/KRIs.
• Manage customer back‑office functions, including ticket monitoring, complaint investigation, and resolution.
• Conduct in‑branch customer call‑outs, explain product features, and assist with onboarding, account creation, and document digitisation.
• Handle account maintenance requests, bank notices, statements, chequebook issuance, and Return‑To‑Sender situations.
• Support online customer acquisition, KYC verification, mobile app registration, and data‑cleanup activities.

Required profile

• Bachelor’s degree in Banking & Finance or a related business field.
• Minimum 3 years of experience in banking, preferably in teller services or branch operations.
• Strong knowledge of BSP regulations and banking processes.
• Excellent communication, problem‑solving, and risk‑management abilities.
• Ability to work independently, multitask in a fast‑paced environment, and collaborate with diverse cultural groups.
• Attention to detail, results‑oriented mindset, and a positive attitude.
• Completed training in official signature verification, KYC/CDD.

Required skills