Customer Centricity Consultant (CX and Journey Transformation)
- Mindteck
- 5 - 10 years
- Bahrain
- 8 months ago
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Job Description
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:
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
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.
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.
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.
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.
Mandatory: Verified Consulting backgrounds and hands-on customer journey and CX transformation experience, preferably within banking, financial services
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: MindteckLocation(s): Bahrain
Keyskills: RBB Corporate Onboarding Customer Centricity CCXP Journey Mapping Retail Banking Service Design VoC Design Thinking financial services consulting background
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Mindteck
About Mindteck: Mindteck provides a broad range of IT services & solutions to help their clients worldwide improve business performance. Mindteck’s core service offerings are: • Embedded Systems • Enterprise Consulting - SAP • IT Consulting Services Mindteck is a listed compan...
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