Head CX Culture Transformation

PURPOSE OF THE ROLE

A two-to-three-line statement outlining the objective or the reason for which the job exists.

The
Head – Customer Experience (CX) Culture Transformation
will be responsible for leading a comprehensive cultural shift across the Bank to embed customer-centric behaviors, accountability, and service excellence at all levels. This role will drive
enterprise-wide behavior change
,
staff engagement
,
contact center quality
, and
supervisory-level enablement
to deliver a
predictable and superior customer experience across all channels
.

Aligned to the
Chief Experience Officer (CXO)
, the role requires cross-functional leadership and close collaboration with HR, Learning & Development, Business Heads, and Service Delivery teams.

KEY RESPONSIBILITIES & KPIS OF THE ROLE

These responsibilities are representative, and the role holder is also responsible for any other job assigned by the superior authorities from time to time. This section in not intended to be an exhaustive listing of all activities done by the role holder. It should capture only the key responsibilities of the role.

Responsibilities

Strategy and Planning

• Customer-Centric Culture Building
• Develop and implement a Bank-wide
  CX culture transformation strategy
  , aligned to the customer experience vision.
• Define and institutionalize
  behavioral standards, service principles, and daily rituals
  to drive consistency in customer experience.
• Lead initiatives that build
  predictable, empathetic, and consistent customer interactions
  across channels and touchpoints.

Policies, Processes & Procedures

Supervisory Training & Leadership Engagement

• Plan and execute
  supervisory-level training and engagement programs
  focused on coaching, empowerment, and customer-centric leadership.
• Enable managers and team leaders to serve as
  CX role models and behavior enablers
  , ensuring message consistency and accountability.
• Collaborate with L&D and HR teams to
  build structured capability-building programs
  tailored to supervisory and mid-management levels.

Staff Engagement & Behavior Change

• Design and launch
  internal campaigns, storytelling formats, and experience-sharing platforms
  to embed customer-first values.
• Implement
  daily and weekly service rituals
  (e.g., huddles, team reviews, experience moments) that reinforce CX principles in everyday operations.
• Drive staff involvement through
  employee listening forums
  and
  feedback-to-action loops
  .
• Recognition, Rewards & Accountability Frameworks
• Build and manage a
  rewards and recognition (R&R) framework
  that celebrates consistent, high-quality customer service behaviors.
• Establish
  service accountability frameworks
  —including ownership maps, behavioral KPIs, and service scorecards—at all levels.
• Integrate CX behavior outcomes into performance reviews, appraisals, and promotion metrics.

Service Quality & Contact Center Excellence

• Lead the
  quality assurance and training functions
  for the contact center, spanning voice, chat, email, and digital channels.
• Conduct
  call audits, behavioral assessments, and mystery shopping programs
  to ensure adherence to service and empathy standards.
• Oversee
  end-to-end training programs
  for frontline and contact center staff, focused on first-time resolution, empathy, and customer trust-building.

Cross-Channel Consistency & Experience Assurance

• Define and implement a
  CX assurance model
  that standardizes service behavior across branches, call centers, digital platforms, and support units.
• Use
  Voice of Customer (VOC), feedback analytics, and journey diagnostics
  to drive service behavior improvements.
• Promote adoption of
  CX rituals and behaviors
  across different business lines through structured engagement and leadership endorsement

People Management

• Lead and mentor a team of project managers which will be curating rituals and staff CX behaviors
• Foster a culture of accountability, innovation, and continuous improvement.