Operational Context
\nFMBcapital Holdings (FMBCH) operates a multi-country banking network across six markets, supported by a hybrid model comprising:
\n\u2022 First Capital Shared Services Limited (FCSSL), Mauritius \u2013 responsible for core processing and infrastructure
\n\u2022 Country operations \u2013 responsible for local execution
\nAs the Group scales, a key priority is to ensure that our customer receive a consistent, seamless and differentiating experience.
\n\u00a0
\nRole Mandate
\n\u2022 The Head of Customer Experience is accountable for designing and continuously improving the end-to-end customer experience across all markets and channels.
\n\u2022 This role defines how customers experience the bank, ensuring that journeys are simple, fast, consistent and customer centric.
\n\u2022 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.
\n\u00a0<\/p>\n
Purpose of the Role<\/p>\n
To lead the development and embedding of a Group-wide customer experience strategy and journey framework that:<\/p>\n
\u2022 Eliminates friction across key customer interactions
\n\u2022 Drives consistency across all markets and channels
\n\u2022 Uses customer insight and data to continuously improve experience
\n\u2022 Enhances customer satisfaction, loyalty, and commercial outcomes
\n\u00a0<\/p>\n
Key Responsibilities:<\/p>\n
1. Voice of the Customer (VoC)<\/p>\n
\u2022 Establish a Group-wide Voice of Customer framework, incorporating:<\/p>\n
Customer feedback\/surveys, Complaints and service recovery insights
\nJourney analytics and digital behaviour data
\nExternal market best practices and emerging trends<\/p>\n
\u2022 Drive:<\/p>\n
Root cause analysis of customer pain points
\nPrioritised, insight-led improvements of the customer experience<\/p>\n
o Continuous feedback loops into product, process, and channel design
\n2. Customer Experience Strategy & Standards
\n\u2022 Develop and implement a Group-wide CX strategy in collaboration with Business Heads
\n\u2022 Define experience standards and service principles across all touchpoints
\n\u2022 Collaborate with Business and Functional teams to embed a culture of measurement, accountability, and continuous improvement in experience delivery
\n3. End-to-End Customer Journey Ownership
\n\u2022 Define, map, and continuously optimise key customer journeys as agreed with the CEOs and Business Heads across Onboarding, Transacting & Servicing experiences
\n\u2022 Lead cross-functional initiatives to simplify key processes and improve speed and ease of use
\n\u2022 Ensure seamless integration across Branch, RM, Digital and Contact Centre channels
\n\u2022 Partner with Business, Operations, Technology, etc. to ensure effective implementations
\n4. Turnaround Time (TAT) Improvements
\n\u2022 Define and create visibility of key customer journey turnaround times, including:<\/p>\n
End-to-end journey tracking (not just process steps)
\nReal-time MI and management dashboards<\/p>\n
\u2022 Ensure:<\/p>\n
Clear measurement of customer experience performance
\nTransparency on bottlenecks across each key journeys
\nData-driven prioritisation of improvements<\/p>\n
\u00a0
\n5. Culture & Capability (Customer-Centric Mindset)
\n\u2022 Embed a customer-first culture across all markets
\n\u2022 Define the customer-centric behaviours expected from all business and functional areas
\n\u2022 Partner with HR, Business teams and Functional areas to integrate customer centricity into training and performance frameworks
\n\u00a0
\nKey Deliverables
\n\u2022 Group Customer Experience Strategy and Roadmap
\n\u2022 End-to-end journey maps for priority customer segments
\n\u2022 Voice of Customer framework and reporting dashboards
\n\u2022 Transparent TAT and customer journey performance dashboards
\n\u2022 Defined service standards and experience principles
\n\u2022 Measurable improvements in:<\/p>\n
Customer satisfaction (NPS \/ CSAT)
\nCustomer turnaround times (end-to-end)
\nCustomer engagement (products per customer, dormancy)<\/p>\n
\u2022 Consistent customer experience across all markets and channels<\/p>\n
Technical Skills & Competence:<\/p>\n
Professional Experience
\n\u2022 Minimum 10 years\u2019 experience in financial services or related sector
\n\u2022 At least 5 years in a senior leadership role, with exposure to:<\/p>\n
Customer experience
\nService transformation<\/p>\n
\u00a0<\/p>\n
Qualifications and Requirements:<\/p>\n
Strong academic background in Business, Marketing, CX, Service Design, or a related field<\/p>\n
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