Head of Customer Experience (Group) at First Capital Bank Zambia

Operational Context
FMBcapital Holdings (FMBCH) operates a multi-country banking network across six markets, supported by a hybrid model comprising:
• First Capital Shared Services Limited (FCSSL), Mauritius – responsible for core processing and infrastructure
• Country operations – responsible for local execution
As the Group scales, a key priority is to ensure that our customer receive a consistent, seamless and differentiating experience.
 
Role Mandate
• The Head of Customer Experience is accountable for designing and continuously improving the end-to-end customer experience across all markets and channels.
• This role defines how customers experience the bank, ensuring that journeys are simple, fast, consistent and customer centric.
• The role works across Technology, Product, Value Proposition, Operations, Risk, and Country distribution teams to translate customer needs into journey designs, with its execution orchestrated through the business using existing delivery mechanisms.
 

Purpose of the Role

To lead the development and embedding of a Group-wide customer experience strategy and journey framework that:

• Eliminates friction across key customer interactions
• Drives consistency across all markets and channels
• Uses customer insight and data to continuously improve experience
• Enhances customer satisfaction, loyalty, and commercial outcomes
 

Key Responsibilities:

1. Voice of the Customer (VoC)

• Establish a Group-wide Voice of Customer framework, incorporating:

Customer feedback/surveys, Complaints and service recovery insights
Journey analytics and digital behaviour data
External market best practices and emerging trends

• Drive:

Root cause analysis of customer pain points
Prioritised, insight-led improvements of the customer experience

o Continuous feedback loops into product, process, and channel design
2. Customer Experience Strategy & Standards
• Develop and implement a Group-wide CX strategy in collaboration with Business Heads
• Define experience standards and service principles across all touchpoints
• Collaborate with Business and Functional teams to embed a culture of measurement, accountability, and continuous improvement in experience delivery
3. End-to-End Customer Journey Ownership
• Define, map, and continuously optimise key customer journeys as agreed with the CEOs and Business Heads across Onboarding, Transacting & Servicing experiences
• Lead cross-functional initiatives to simplify key processes and improve speed and ease of use
• Ensure seamless integration across Branch, RM, Digital and Contact Centre channels
• Partner with Business, Operations, Technology, etc. to ensure effective implementations
4. Turnaround Time (TAT) Improvements
• Define and create visibility of key customer journey turnaround times, including:

End-to-end journey tracking (not just process steps)
Real-time MI and management dashboards

• Ensure:

Clear measurement of customer experience performance
Transparency on bottlenecks across each key journeys
Data-driven prioritisation of improvements

 
5. Culture & Capability (Customer-Centric Mindset)
• Embed a customer-first culture across all markets
• Define the customer-centric behaviours expected from all business and functional areas
• Partner with HR, Business teams and Functional areas to integrate customer centricity into training and performance frameworks
 
Key Deliverables
• Group Customer Experience Strategy and Roadmap
• End-to-end journey maps for priority customer segments
• Voice of Customer framework and reporting dashboards
• Transparent TAT and customer journey performance dashboards
• Defined service standards and experience principles
• Measurable improvements in:

Customer satisfaction (NPS / CSAT)
Customer turnaround times (end-to-end)
Customer engagement (products per customer, dormancy)

• Consistent customer experience across all markets and channels

Technical Skills & Competence:

Professional Experience
• Minimum 10 years’ experience in financial services or related sector
• At least 5 years in a senior leadership role, with exposure to:

Customer experience
Service transformation

Qualifications and Requirements:

Strong academic background in Business, Marketing, CX, Service Design, or a related field

Sharing is Caring! Click on the Icons Below and Share