Emerging Affluent Acquisition & Customer Experience Head

Persyaratan Umum

Deskripsi Pekerjaan

Job Purpose: Lead the end-to-end growth strategy and service quality of digital banking, with a focus on customer acquisition across all acquisition channels, channel and customer journey optimization, and service excellence enhancement to drive sustainable growth and superior customer experience. Achieve business growth targets, including new customer acquisition, customer activation, and contribution to Assets Under Management (AUM) and revenue. Manage customer acquisition operations, including channel performance, conversion rates, and coordination with relevant cross-functional departments. Oversee the implementation of service quality initiatives, including complaint handling, SLA monitoring, and continuous improvement programs. Establish and implement service quality standards across the organization. Ensure a consistent and customer-centric experience across all digital touchpoints. Collaborate cross-functionally with Product, IT, Operations, and Risk teams to drive system and process improvements. Define the strategic direction and priorities for the team. Lead, develop, and strengthen team capabilities and talent. Foster a high-performance culture and a customer-centric mindset. Ensure strong operational governance and compliance with applicable regulations and internal policies. Requirements: Bachelor's degree (S1) in any discipline. Minimum of 8–10 years of experience in sales, banking, or financial services industries. Proven experience in leading and executing multi-channel customer acquisition strategies. Experience in service quality management and/or customer experience improvement initiatives. Strong understanding of customer acquisition strategies and digital business growth. Ability to conduct performance analysis and evaluate the effectiveness of acquisition channels. Solid understanding of service quality principles and the implementation of customer experience enhancement programs.

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