Client Experience Analyst

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This CX role is the torchbearer of a customer-centric culture in an organization that leads to great customer experience. As a CX Analyst within the team, you will bring your mastery of analyst experience to coach stakeholders and teams across the bank as we transform the way we collect data, listen to customers, and identify the focused area to improve experience for our customers.

This role will be focusing on operationalizing the Global CX Strategy, Complaints Optimization, NPS, Analytics, and market partnering. A "challenge accepted" attitude is a must in this fast-paced environment.

Responsibilities

Strategy

• Review industry best practices and benchmarks to ensure WRB is always efficient in their setup and operation across the Customer Experience domain. Bring in the customer lens, voice, behavior, and insights and translate these into a defined set of linked end-to-end customer experiences to our various markets. Partner with Analytics and Insights teams on CX optimisation initiatives to turn data into actionable insights. Translate insights into compelling stories, and effectively communicate business outcomes that deliver a best-in-class ROX.

Business

• Continuously monitor, analyze, and improve customer satisfaction, NPS, average response time, average resolution time, and other customer metrics. Operationalise the global customer experience blueprint and ensure continuous improvement processes alongside Country CX heads to enhance customer experience and customer service levels. Work intensively with Country CX teams to deliver a seamless customer experience across all stages and touchpoints in a customer journey.

Processes

• Operationalize CX Sharing forum to facilitate strong and effective collaboration across WRB CX Heads to deliver on the Customer Experience agenda. Standardise and maintain Global Customer Experience framework and standard operating procedures for WRB. Build and maintain user-friendly dashboards to visualize client insights and turn data into insights by using data analytics tools like Qualtrics, Tableau, PowerBI. Manage vendors to translate business objectives into tangible results and deliverables. Understand Client Journey improvement process. Suggest the right touchpoints to collect data and measure right client insights during the journeys. Participate in group activities such as envisioning/ideation, planning, issue resolution, action planning, assumptions testing & prototyping as well as requirements gathering.

People & Talent

• Individual Contributor. Be a team player and uphold the company values behaviors.

Risk Management

• The ability to understand the main risks facing the Group and the role they play in managing them.

Governance

• Support the Global Process owner for Complaints and take an active role in the Group CX Forum.

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group's Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank.
• Lead to achieve the outcomes set out in the Bank's Conduct Principles.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

• Group WSDM & CCO teams
• Group and Country Personal Banking teams, Digital teams, Product teams and CX teams
• Group Digital Management team, WRB
• Group Personal Management team, WRB
• Global COO teams, WRB
• External Consulting firms and research partners.

Other Responsibilities

• Embed Here for good and Group's brand and values in Client Experience and Research.
• WRB; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats).

Our Ideal Candidate

• 5 plus years working experience in Banking.
• 3+ years in Customer experience management and customer insights in finance industry.
• Experience of Customer experience processes, and proven customer-centered design methodologies.
• Proven track record in executing & operationalizing a Customer experience vision.
• Strong strategic acumen coupled with strong execution experience.
• Outstanding stakeholder management skills.
• Strong collaboration, consensus building, problem resolution and communication skills are a prerequisite.
• Application of in-depth customer experience knowledge and best practice.
• Proven achievement of consistent, high-quality results.
• High energy, can-do attitude, very strong sense of ownership and desire to succeed with commensurate analytical and strategic skills.
• Executive-level communication & presentation skills; must have persuasive "presence" and ability to effectively communicate technology to business stakeholders and business to technology people.
• Energy and a desire to succeed; follows through on commitments; pushes self and others to deliver exceptional results.
• Relationship building - able to build strong relationships across internal and external stakeholders.

Role Specific Technical Competencies

• Banking.
• Customer experience management.
• Customer-centered design methodologies.
• Stakeholder management skills.

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. 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.

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.