Customer Centricity Consultant (CX and Journey Transformation)
- Mindteck
- 5 - 10 years
- Bahrain
- 1 month ago
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Job Description
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:
1- 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
2- 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.
3- 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.
4- 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.
5- 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:
- Bachelors degree in business, Strategy, Marketing, or a related field (Masters preferred).
- CX-related certifications (e.g., CCXP, Design Thinking for CX) are highly desirable.
- Skills and Competencies:
- Strong capability in customer journey mapping, service design frameworks, and customer pain point resolution.
- Analytical thinking and structured problem-solving skills.
- Excellent communication and presentation abilities.
- Strong stakeholder management and collaboration capabilities.
- Familiarity with banking regulations, compliance standards, and digital experience best practices.
- Personal Attributes:
- High energy, proactive, hands-on attitude.
- Customer-obsessed mindset with a passion for service improvement.
- Structured, strategic thinker with attention to detail.
- Ability to manage multiple projects and priorities simultaneously.
Location:Bahrain Onsite
Job Classification
Industry: Investment Banking / Venture Capital / Private EquityFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Full timeContact Details:
Company: MindteckLocation(s): Bahrain
Keyskills: Customer Centricity CCXP Retail Banking CX Journey Mapping Review Design Thinking Customer Experience Design Onboarding
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