Head of Customer Experience SG

1. Lead and be accountable for CIMB Singapore’s Customer Experience strategy, governance and delivery, including the following:

CX Culture and Governance

• Build and embed a customer-centric culture across CIMB Singapore through structured CX capability building, internal engagement, service standards, and recognition initiatives.
• Operationalise CX knowledge sharing and coaching for Business Units, Business Enablers and country teams, including practical guidance on customer journey mapping, service recovery, complaints handling and customer communication standards.
• Set CX expectations and monitor implementation progress across key customer-facing processes, products and communications.

CX Policy and Design & Communication

• Drive the local adoption and implementation of Group CX policies, frameworks and standards, with appropriate Singapore-specific adaptations to meet business, operational and regulatory requirements.
• Advocate and facilitate customer experience improvement initiatives using design thinking, customer journey mapping, service blueprinting and root-cause analysis.
• Provide CX review and governance input for procedures, campaigns, products, policies and customer communications to support fair, clear and customer-oriented outcomes.
• Represent Customer Experience in cross-functional initiatives and provide advice and recommendations on customer impact, service design and communication clarity.

CX Measurement & Insights

• Drive Voice of Customer analytics, customer feedback tracking and quality reviews to identify key customer pain points, emerging conduct themes, service gaps and improvement opportunities.
• Deliver the in-country CX measurement ecosystem, including CX dashboards, performance monitoring, trend reporting and follow-up on agreed action plans.
• Promote data-driven decision making through customer insights, internal and external service reviews, research and benchmarking.
• Escalate material CX trends and insights to relevant management forums for follow-up where required.

1. Provide oversight of the complaint management framework, with support from the complaint management team and in collaboration with relevant Business Units and Business Enablers. This includes monitoring complaint classification, service level adherence, escalation criteria, root-cause and trend analysis, management and regulatory reporting, and follow-up on remediation actions to ensure alignment with internal policies and applicable regulatory expectations.

1. Act as the escalation point of contact for regulatory complaint investigations, and represent CX at Crisis Management Committee or incident-related meetings

1. Work closely with Singapore senior management, Business Units and Business Enablers to translate the CX strategy into practical initiatives, action plans and measurable service outcomes.

Requirements

• Bachelor’s or Master's Degree or Professional Qualification in any relevant discipline
• At least 10 years of working experience in a relevant field, preferably with ≥ 5 years in a customer experience management role
• At least 3 years of prior leadership experience

Technical/Functional skills

• Understand the organisation’s strategic objectives.
• Customer experience, Voice of Customer, customer journey mapping, CX measurement, service recovery, complaint governance, change management and reputation risk management.
• Good knowledge of banking practices, products and regulatory environment.
• Proven business leadership and acumen with outstanding reputation and network.

Personal skills (Soft Competencies[Core/Leadership])

• Ability to advise and facilitate issue resolution between senior members and business units, playing an influential role to break silos and promote collaboration and teamwork
• Ability to manage relationships across different entities and regions (e.g. divisions, departments, etc.)
• Build strong culture of service excellence and growth opportunities for the organisational unit to attract and retain top talent
• Foster an environment that values, supports and rewardscollaborative efforts and provide high-level support as required (e.g.recognition, resources)