Customer Journey & Excellence Manager

For well-known Islamic Bank in Bahrain, we are looking for Customer Journey & Excellence Manager. The ideal candidate will lead the design, optimization, and governance of customer journeys across the organization to enhance customer satisfaction, loyalty, and advocacy. Drive customer-centric transformation initiatives by analyzing customer experiences, identifying pain points and improvement opportunities, and collaborating with stakeholders to implement sustainable solutions that improve business performance and customer outcomes. Key Responsibilities Customer Journey Management • Lead the development, maintenance, and governance of end-to-end customer journey maps for key customer segments and products. • Ensure all customer touchpoints and interactions across channels are documented, measured, and continuously optimized. • Identify customer pain points, moments of truth, and root causes impacting customer experience. • Establish journey performance metrics and monitor customer experience outcomes across the organization. • Drive journey redesign initiatives to improve customer satisfaction, retention, and service efficiency. Process Excellence & Transformation • Partner with business units to identify process gaps affecting customer experience. • Support cross-functional process improvement initiatives using Lean, Six Sigma, or other continuous improvement methodologies. • Drive customer-centric transformation programs and Support digital experience enhancements. • Monitor benefits realization and business impact of implemented improvement initiatives. Stakeholder Management & Collaboration • Build strong relationships with business and functional teams across the bank. • Work with stakeholders to adopt customer-centric practices and decision-making. • Facilitate governance forums to review journey performance, improvement opportunities, and transformation priorities. • Act as a subject matter expert on customer journey management and customer experience excellence. Qualifications • Bachelor's Degree in Business Administration, Management, Finance, or a related discipline. • Professional certifications in Customer Experience (CX), Lean Six Sigma, Design Thinking, Business Process Management (BPM), or Change Management are preferred. • Minimum 7-10 years of relevant experience in Customer Experience, Service Excellence, Business Transformation, Process Improvement, or related functions. • Experience within the banking or financial services sector. Key Skills & Competencies • Customer Journey Mapping • Customer Experience (CX) Management • Process Excellence & Continuous Improvement • Data Analysis and Reporting • Communication and Presentation Skills • Stakeholder Management Show more Show less

Bachelor's Degree in Business Administration, Management, Finance, or a related discipline. Professional certifications in Customer Experience (CX), Lean Six Sigma, Design Thinking, Business Process Management (BPM), or Change Management are preferred. Minimum 7-10 years of relevant experience in Customer Experience, Service Excellence, Business Transformation, Process Improvement, or related functions. Experience within the banking or financial services sector.

Lead the design, optimization, and governance of end-to-end customer journey maps for key customer segments and products. Ensure all customer touchpoints and interactions across channels are documented, measured, and continuously optimized. Identify customer pain points, moments of truth, and root causes impacting customer experience. Establish journey performance metrics and monitor customer experience outcomes across the organization. Drive journey redesign initiatives to improve customer satisfaction, retention, and service efficiency. Partner with business units to identify process gaps affecting customer experience. Support cross-functional process improvement initiatives using Lean, Six Sigma, or other continuous improvement methodologies. Drive customer-centric transformation programs and support digital experience enhancements. Monitor benefits realization and business impact of implemented improvement initiatives. Build strong relationships with business and functional teams across the bank. Work with stakeholders to adopt customer-centric practices and decision-making. Facilitate governance forums to review journey performance, improvement opportunities, and transformation priorities. Act as a subject matter expert on customer journey management and customer experience excellence.