Senior Lead, CX Transformation Programmes – RHB Bank
Role Summary
The Senior Lead, CX Transformation Programmes is responsible for overseeing the RHB Way Programme to ensure timely deliverables and budget control. This role plays a critical part in designing and implementing a culture programme that embeds the RHB Way and enhances customer experience across the organization.
Job Description
In this role, you will manage day-to-day operations of the CX Transformation Programmes, collaborating with various teams to drive cultural change and improve customer experience. You will be instrumental in planning and executing recognition programmes and change management strategies.
Key Responsibilities:
- Oversee the RHB Way Programme to ensure timely deliverables.
- Design and implement a culture programme to embed the RHB Way.
- Plan and execute customer experience recognition programmes.
- Develop and manage change management plans.
- Manage the CX competency framework effectively.
- Serve as a gatekeeper for product and service changes.
- Collaborate with cross-functional teams to drive initiatives.
Job Requirements
Proven experience in programme management and governance.
Strong understanding of customer experience principles.
Excellent communication and interpersonal skills.
Ability to design and implement change management strategies.
Experience in managing budgets and timelines.
Familiarity with risk and compliance frameworks.
Leadership skills to drive cultural change.
Quick Info
Company
RHB Bank
Location
Kuala Lumpur
Salary
—
Skills Required
7 skills
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Required Skills
Programme Management
Customer Experience
Communication
Change Management
Budget Management
Leadership
Interpersonal Skills
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