The Product & Customer Experience Officer plays a key role in leveraging data and customer insights to enhance customer experience, support business decision-making, and drive continuous improvement across the organisation. The role involves analysing datasets, customer behaviours, and feedback to identify trends, opportunities, and areas for enhancement that improve customer outcomes, satisfaction, and engagement. Working closely with stakeholders across the business, this role will use analytical expertise to inform strategic initiatives, support data-driven decision-making, and contribute to digital transformation programmes that improve operational efficiency and deliver cost savings. The role will also support customer governance and monitoring activities to ensure customer-centric practices remain aligned with organisational objectives, regulatory expectations, and service standards.
Additionally, the role will support marketing initiatives through brand-building activities, including Above the Line (ATL) marketing (such as website, social media, and digital campaigns) and Below the Line (BTL) marketing (such as brochures, customer communications, and other collateral), as well as marketing strategy development, policy oversight, and performance monitoring to strengthen market presence and customer engagement.
A key responsibility of the role is the analysis and interpretation of customer feedback, customer journey metrics, and satisfaction measures to generate actionable insights that enhance service delivery, improve customer satisfaction scores, and foster a culture of continuous customer experience improvement.
Customer Satisfaction Measurement and Insights:
Support the design, implementation, and continuous improvement of customer satisfaction measurement frameworks, including surveys, feedback mechanisms, and customer listening programmes, to assess and enhance the overall customer experience.
Analyse customer satisfaction survey results, feedback data, and key performance metrics to identify trends, pain points, opportunities, and emerging customer needs.
Develop actionable insights and recommendations that drive product enhancements, service improvements, and process optimisation, ensuring customer feedback translates into measurable business outcomes.
Monitor and report on customer satisfaction indicators such as NPS, CSAT, and Customer Effort Score (CES), tracking performance trends and benchmarking against targets and industry standards.
Collaborate with cross-functional teams to prioritise improvement initiatives, address root causes of customer dissatisfaction, and support the delivery of customer-centric solutions.
Produce regular insight reports and executive summaries that communicate key findings, customer sentiment, and strategic recommendations to stakeholders.
Leverage customer analytics and feedback data to identify drivers of loyalty, retention, and advocacy, contributing to increased customer satisfaction levels and long-term business growth.
Lead initiatives to improve external customer satisfaction ratings and industry survey performance by analysing benchmark results, identifying performance gaps, and coordinating targeted improvement actions across the business.
Business Insights and Strategy:
Deliver actionable insights by translating complex data into digestible recommendations.
Conduct need analysis, competitive scanning (CompScan), market sizing, customer willingness-to-pay (WTP) assessments & pricing analysis to align product strategy with business objectives and market norms.
Contribute to digital transformation initiatives that aim to increase operational efficiency, reduce costs, and streamline processes.
Product Development & Management:
Collaborate on strategic initiatives by identifying areas for product innovation or improvement.
Develop and track key product metrics (KPIs) to monitor performance, usage, and profitability.
Work with product managers and developers to define success metrics and provide data-driven recommendations for product enhancements.
Stakeholder Collaboration:
Engage with stakeholders across the organization to understand data needs and deliver targeted insights.
Collaborate with Finance, Compliance, Operations, and Risk teams to ensure alignment on product and data objectives.
Support senior management and other stakeholders with data-driven business cases for new product development, launch and enhancements to achieve business objectives.
Process Improvement and Automation:
Identify opportunities to streamline data collection, reporting, and analysis processes through automation.
Implement solutions to improve data accuracy and consistency across systems.
Data Analysis and Reporting:
Analyse datasets to identify trends, patterns, and opportunities for product improvement and optimization.
Create dashboards, reports, and visualizations to present insights to various stakeholders using tools such as Power BI
Conduct market and competitor analysis to understand industry trends and customer behaviour.
Develop and maintain models for forecasting product performance and financial outcomes.
Marketing and Brand Development:
Work closely with the Marketing team to support brand presence initiatives, including marketing campaigns and policy development, Above the Line (ATL) marketing (such as website, social media etc.) and Below the Line (BTL) marketing (such as brochures and other collateral), for new product launches and promotional activities.
Leverage data insights to inform marketing strategies, track the performance of social media efforts, and enhance the bank's digital footprint.
Assist in shaping customer engagement strategies to improve visibility, brand loyalty and customer reach.
Experience Required
- Proven experience in customer experience (CX), customer insights, customer satisfaction measurement, market research, or business analytics roles.
- Experience designing, managing, and analysing customer satisfaction surveys, including NPS, CSAT, CES, Voice of Customer (VoC), and customer feedback programmes.
- Demonstrable experience interpreting large datasets and translating customer feedback into actionable business insights and improvement initiatives.
- Experience managing and improving external customer ratings, industry benchmark surveys, review platforms, and customer reputation metrics.
- Strong understanding of customer journey mapping, customer behaviour analysis, and customer experience best practices.
- Experience presenting insights, trends, and recommendations to senior stakeholders and influencing decision-making.
- Proven ability to work cross-functionally with Product, Operations, Sales, Marketing, and Customer Service teams to deliver customer-centric improvements.
- Analytical skills with experience using survey, reporting, and data visualisation tools such as Qualtrics, Medallia, Power BI, Tableau, Excel, or similar platforms.
- Experience tracking and reporting against customer satisfaction KPIs, identifying root causes of customer issues, and implementing actions to improve customer outcomes.
- Financial Services or regulated industry experience preferred, with an understanding of intermediary and customer distribution channels being advantageous.
Education:
- Bachelor’s Degree (Minimum): Business Analytics, Computer Science, Engineering, Economics, Business, or similar, with a strong foundation in quantitative methods, data analytics and python programming.