Head of Service Transformation

 formulate and drive service transformation road-map Continued market understanding & bench marking - local and global practices Compliment service related execution for cross-functional projects and strategic papers Drive Service Culture & Transformation Develop and refine service culture activities and standards Close collaboration with Customer Experience ("CX") Research on E-B Framework & CX Experience on customer experience design (wrt process/complaints management & customer journeys) Branch Banking on service improvements action plans With other major stakeholders - e.g. Group Corporate Communications, Group Lifestyle Financing, Contact Centre Execute sustained programs to engage Branches, Contact Center, other front line Business Units and HQ Departments Drive bank-wide Service Excellence Award-related initiatives Leverage on Data & Analytics You will have to formulate and drive Service Transformation RoadmapUltimate goal is to attain a distinct & differentiated service excellence above that of other major Banks & Financial Institutions