VP Customer experience

VP – Customer Experience

Location: GCC | Banking / Financial Services

We 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 Role

The 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 Profile

The 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.