Senior Lead, CX Transformation Programmes

Programme Management & Governance:

• Oversee the overall RHB Way Programme ensuring timely deliverables and budget control
• Oversee the overall risk and compliance of the CX Transformation team.

CX Culture:

• Design, implement and champion Culture Programme to embed the RHB Way Culture, including standards, behaviours and commitments.
• Plan and execute CX Recognition programmes, including awards gala and incentive trips, to drive desire and adoption of the RHB Way across the service chain.
• Develop change management plans and internal communications, ensuring awareness, desire, knowledge, adoption, reinforcement of the RHB Way Culture.
• Design and manage the CX competency framework and programmes to ensure all RHBians are future ready with customer centricity as a core competency.

CX Design:

• Serve as the gate-keeper for all new/changes to product, service and channels, ensuring that go-to market implementations are seamless and customer communications are meeting the RHB Tone of Voice Standards.
• Support the Head, CX Transformation, as and when required.