Lead: Client Experience (CX)

We're on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry.

Purpose Statement

• Lead the design, delivery, and continuous improvement of client experiences across Fraud and Anti-Money Laundering (AML) journeys. This role combines service design, behavioural insight, and risk-aware CX, ensuring that all client interactions are secure, compliant, empathetic, and seamless; especially in high-risk or sensitive scenarios.
• You will own end-to-end CX for complex fraud journeys that span multiple business units, translating business, risk, and client needs into meaningful and trusted client experiences.

Experience

• 6+ years’ experience in Client Experience / Service Design / CX strategy roles.
• Proven experience leading complex journey design and CX delivery.
• Strong service design and journey mapping expertise.
• Experience worki...