JOB SUMMARY

• Client Experience team primary function is to provide direction, expertise, tools, and insights for the Retail Bank. 

• Play an important role in advancing a culture of client centricity. A “challenge accepted” attitude is a must in this fast-paced environment.

RESPONSIBILITIES

Strategy

• Chief among the responsibilities is a balance of creating and influencing strategy and activities with a client centricity lens, with a risk, compliance, audit and metrics reporting leadership

• Proactively build and cultivate strong internal and external customer relationships to establish engagement models for ensuring delivery of quality client experience in alignment with expectations

• Develops and advances the strategy and voice for CX

• Partners with global and country level teams to tailor programs based on understanding of local business needs and CX priorities

• Leverages proven employee engagement tools and channels to support greater education and awareness of client centricity

   

Processes

Create new tools and templates & collation of existing best in class methods to create standardized methodologies & practices

People & Talent

• Develop and implement CX employees to attract, retain, and grow talent
• Foster career development and growth paths for design and research leaders while sourcing, attracting and hiring in the best talent
• Lead through example and build the appropriate culture and values
• Ensure the provision of ongoing training and development of people
• Ensure full succession plans exist and are robust for all members
• Ensure that clear objectives are set for the organization, and that these reflect wider Retail Banking objectives

Risk Management

• Chief among the responsibilities is a balance of creating and influencing strategy and activities with a client centricity lens, with a risk, compliance, audit and metrics reporting leadership

Skills and Experience

• Bank Account Features and Services    
• Addressing Customer Needs     
• Customer Experience Management     
• Customer Support Policies, Standards and Procedures     
• Effective Communication 

Qualifications

• Experience of working in Agile project team a big plus

• Demonstrated ability to operate with complete independence and autonomy

• A self-motivated, quick learner who also has success working collaboratively and deliver results with global team

• Executive-level presentation skills-must have persuasive "presence"

• Understanding / experience of Design Thinking frameworks, Agile, and Six Sigma

• Organized, with an ability to provide expert skills in environments where the team agenda is not clear and the obvious solutions are not always the most appropriate

• Must be able to influence others and navigate complex relationship scenarios & must be able to influence others without direct reporting relationships

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.