VP Customer experience

VP – Customer Experience

Location: GCC | Banking / Financial ServicesWe are currently supporting a leading financial institution in the appointment of a Vice President – Customer Experience to lead the development and execution of a customer-centric experience strategy across the organisation.The RoleThe successful candidate will be responsible for shaping the end-to-end customer experience across digital and physical channels, using customer insight, journey design, digital innovation and data to improve engagement, satisfaction and adoption.Key responsibilities include:Develop and implement the organisation's Customer Experience strategy aligned with wider business and digital objectives.Lead customer journey mapping and optimisation across key customer touchpoints.Drive omnichannel experience across mobile, web, branch and other customer channels.Oversee UX, service design and digital experience initiatives.Use customer research, behavioral data and analytics to identify opportunities for improving customer journeys.Work closely with Digital, Product, Technology, Marketing and business teams to deliver customer-centric solutions.Lead the development and continuous improvement of digital products and customer-facing platforms.Establish CX measurement frameworks covering customer satisfaction, adoption, engagement, NPS and journey performance.Drive design thinking and customer-centric methodologies across the organisation.Lead and develop multidisciplinary CX, UX, product and design teams.Partner with senior executives to define customer experience priorities, roadmaps and transformation initiatives.Identify emerging technologies, including AI and personalisation, to enhance customer engagement.Candidate ProfileThe ideal candidate will have:12+ years' experience across Customer Experience, UX, Digital Product, Service Design or Digital Transformation.Senior leadership experience within banking or financial services, ideally with significant digital/retail banking exposure.Proven experience leading omnichannel and digital customer experience transformation.Strong understanding of customer journeys, UX, service design and digital product development.Experience managing multidisciplinary teams and working with C-suite stakeholders.Strong commercial and strategic mindset, with the ability to translate customer insights into measurable business outcomes.Experience with customer analytics, personalisation, design thinking and emerging digital technologies.Excellent communication, stakeholder management and presentation skills.