Head of Customer Experience Department

Bancpost is a Top 10 Romanian bank, present for 25 years on the local market. It is the 5th brand in terms of public awareness within the banking sector, holds position 8 in deposits and the 8th place in lending (as a Group). With over 2.200 employees and a territorial network of 148 branches and 7 Business Centres, Bancpost is also one of the leaders of the local card market and has developed extensive networks of over 553 ATMs, 7,438 POSs and 192 APSs, providing convenient and permanent access to the Bank’s services. Bancpost is the exclusive partner in Romania of American Express® both on issuance and acceptance of credit cards, while at the same time is a Visa and MasterCard representative. Bancpost has invested significantly in developing various electronic channels of distribution, essential tools for the modern client. Fastbanking - the Internet Banking solution of Bancpost - is one of the best on the market, while FastMobile – the Mobile Banking solution – won the "Award for the highest value of transactions performed through a mobile banking service launched in 2014", within the Online Banking Awards Gala organized by FinMedia. Given its commitment to support Romanian performance and values, Bancpost became the Official Sponsor of the FRF (Romanian Football Federation) and of the National Football Team starting 2015.

Education and Professional Qualifications:
• University degree
• Customer Experience certification is a plus

Experience:
• Minimum 2 years in a customer experience role
• Previous customer service and/or project management exposure is a plus
• Bank industry is a plus but not a must

Competencies:
• Excellent level of English language, both spoken and written
• Self-starter, able to manage opinionated colleagues
• Customer oriented and able to instill a customer passion into others
• Developed communication skills, diplomacy and determination
• Ability to think differently and creatively
• Results and deadline focused

From this role you will:
• act as the Voice of the Customer through understanding customer feedback to build strategies that improve the overall experience
• use customer insights to design, obtain approvals and implement the customer experience roadmap bringing awareness on every single employee’s impact on the customer agenda
• design and update the customer experience metrics dashboard
• coordinate the activity of translating customer feedback & data into actionable proposals to improve customer experience metrics
• collaborate and get actively involved in all the projects dedicated to service quality improvement (process optimization, technical applications implementation, market innovations etc.)
• coordinate the activity of customer journey mapping through workshops to identify issues and opportunities
• oversee the process of customer journey redesign by reimagining and reframing experiences
• act towards building a customer experience knowledge and awareness in the organization’s workforce
• encourage sharing, learning, feed-back for all internal divisions and colleagues to embrace the importance of customer experience and continuous improvement
• communicate regularly to senior leaders and teams across organization