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Customer Experience

1 month ago

Manama, Manama, Bahrain RESO Full time

POSITION TITLE: Customer Centricity Consultant (CX and Journey Transformation)

LOCATION: Manama, Kingdom of Bahrain

EMPLOYMENT TYPE: Full-Time Consultancy Engagement (1 year initially, with potential renewal based on performance)

ROLE OVERVIEW:

  • We are seeking an energetic and experienced Customer Centricity Consultant to lead critical customer journey enhancement initiatives across Retail and Corporate Banking functions.
  • The Consultant will be responsible for designing, enhancing, and optimizing customer journeys, identifying pain points, improving service processes, and embedding customer-first thinking across business units.

Prior consulting experience with a recognized consulting firm or specialized customer experience consultancy is mandatory.

KEY RESPONSIBILITIES:

Customer Journey Mapping, Review, and Enhancement

  • Lead the design and improvement of customer journeys, including:
  • Retail Customer Onboarding
  • Personal Loan Origination
  • Retail Banking (RBB) Customer Service Journeys
  • Retail KYC Renewal
  • Corporate Onboarding and Account Setup
  • Corporate Credit Card Application
  • Corporate Credit Line Renewal

Strategic Process Simplification and Service Enhancement

  • Drive initiatives to:
  • Simplify KYC processes.
  • Streamline and digitize customer onboarding documentation.
  • Enhance the design and clarity of customer statements.
  • Digitize and simplify the Corporate Loan Origination (CELOS) journey.
  • Improve proactive customer communication practices.
  • Reduce paper consumption by shifting to digital-first experiences.

Pain Point Analysis and Tactical Resolution

  • Conduct analysis of customer pain points across journeys.
  • Develop and propose tactical resolutions and long-term strategic improvements.
  • Collaborate with business owners, process owners, and support teams for implementation.

Voice of Customer (VoC) & Customer Experience Measurement:

  • Support the creation and tracking of experience KPIs, including NPS, CSAT, and Customer Effort Scores.
  • Assist in VoC program design and insight management.

Internal Governance and Advocacy:

  • Actively contribute to Customer Centricity Governance meetings and working groups.
  • Advocate for embedding customer-first behaviors across all initiatives and departments.

IDEAL CANDIDATE PROFILE:

Experience:

  • 5 to 10 years of hands-on experience in Customer Experience (CX), Service Design, or Journey Transformation projects.
  • Mandatory consulting background with recognized consulting firms or specialized CX agencies.
  • Direct experience in mapping, redesigning, and enhancing journeys across financial services or regulated industries.
  • Practical exposure to banking journeys such as onboarding, personal lending, SME/corporate account setup, and customer servicing.

Education:

  • Bachelor's degree in business, Strategy, Marketing, or a related field (Master's preferred).
  • CX-related certifications (e.g., CCXP, Design Thinking for CX) are highly desirable.

Profiles with purely operational backgrounds (e.g., retail banking services, call centers, telecom service roles) without proper project-based consulting exposure will not be considered.

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