Customer Experience (CX) Performance Management Specialist

Customer Experience (CX) Performance Management SpecialistResponsible for monitoring, analyzing, and improving customer experience performance across the Operations Directorate. This role ensures that customer service standards, operational performance, and customer satisfaction initiatives are effectively measured, reported, and continuously enhanced to support the Bank's customer-centric strategy. Key ResponsibilityMonitor and evaluate customer experience (CX) performance across operational channels and customer touchpoints.Develop, maintain, and analyze customer experience dashboards, scorecards, and performance reports.Track and report key customer experience KPIs, including Customer Satisfaction (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), Service Level Agreement (SLA), complaint resolution, turnaround time, and operational quality metrics.Identify customer pain points and operational gaps through data analysis, customer feedback, complaints, and service quality assessments.Conduct root cause analysis and recommend actionable improvement initiatives to enhance customer experience.Qualifications & RequirementsMinimum 3-7 years of experience in Customer Experience, Performance Management, Business Performance, Service Quality, Operations Excellence, Process Improvement, Business Analytics, or related functions within the banking or financial services industry.Experience in customer experience measurement, KPI management, and performance reporting.Experience working with cross-functional stakeholders and managing improvement initiatives.Exposure to customer journey management or service excellence programs is highly preferred.Strong understanding of Customer Experience (CX) management principles.Knowledge of customer satisfaction measurement methodologies (CSAT, NPS, CES).Strong analytical and quantitative problem-solving skills.Experience in performance management and KPI development.