Who are we?

At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.

What will you contribute? 

The Director of Customer Experience COE is a leadership role responsible for driving customer advocacy, enhancing the customer experience, improving customer retention, and overseeing the training academy dedicated to meeting the training delivery needs of our clients. This role requires a strategic thinker with a passion for customer-centric innovation and a proven track record in leading customer-focused initiatives.   

Responsibilities & Deliverables:

Customer Advocacy:  

• Champion the voice of the customer across the UBE BU.  
• Develop and implement strategies to enhance customer satisfaction and loyalty.  
• Act as the primary liaison between customers and internal teams to ensure customer needs are understood and met. This would require leveraging customer feedback obtained through NPS and other channels to feedback into the organization and create action plans/initiatives as required.  

Customer Experience:  

• Design and execute comprehensive customer experience strategies.  
• Monitor and analyze customer feedback and data to identify areas for improvement.  
• Collaborate with cross-functional teams to ensure a seamless and positive customer journey.  

Retention Analysis:  

• Analysis of overall customer support needs, to work in collaboration with Sales in support of retention strategies  
• Proactive analysis on areas to reach out to customers for support needs or upsell opportunities.   

Training Academy:  

• Oversee the development and delivery of training programs tailored to internal, client and partner needs.  
• Ensure the training academy provides high-quality, relevant, and impactful training solutions.  
• Collaborate with subject matter experts to continuously update and improve training content.  

Leadership and Strategy:  

• Lead and mentor a team of customer experience professionals.  
• Create the framework for customer experience E2E for UB using customer journey to liaise with stakeholders across the group and determining key points to cater to “moments that matter ”.
• Develop and manage the budget for the customer experience centre of excellence.  
• Set and track key performance indicators (KPIs) to measure the success of customer experience initiatives.  

Required Experience:

• Bachelor's degree in Business, Marketing, or a related field (Master's degree preferred).  

• 10+ years of experience in customer experience, customer advocacy, or related roles.  

• Proven leadership experience with a track record of driving customer-centric initiatives.  

• Strong analytical skills with the ability to interpret customer data and feedback.  

• Excellent communication and interpersonal skills.  

• Experience in developing and delivering training programs is a plus.  

We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:

·       Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.

·       Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.

·       Medical, life & disability insurance, retirement plan, lifestyle and other benefits*

·       ESG: Benefit from paid time off for volunteering and donation matching.

·       DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).

·       Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.

·       Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.

*Specific benefits may vary by location.

At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.

Be unique, be exceptional, and help us make a difference at Finastra!