The Group CX Partner Service Engagement serves as a key driver for embedding a customer-centric culture across the Equity Group. This role requires working collaboratively with cross-functional teams to drive strategic Customer Experience (CX) engagements that reinforce 'The Equity Experience' and strengthen the overall service culture enterprise-wide.
This position is specifically focused on the people aspect of service excellence—leading the cascade and adoption of The Equity Experience Essence, Service Standards, and CX Culture–driven initiatives. The incumbent will be critical in tracking adoption, monitoring business impact, and ensuring that customer-centric behaviors are consistently translated into measurable business improvements in customer satisfaction, loyalty, and operational excellence.
Duties and Responsibilities
Financial and Risk Management
- Implement a robust internal Customer Experience Engagement Framework that embeds The Equity Experience and drives a consistent, predictable, and customer-centered way of working.
- Enhance efficiency, compliance, and cost containment by reducing service-related risks and exposures in line with Group policies, regulatory guidelines, consumer protection laws, and country-specific requirements.
- Ensure that all CX internal engagement initiatives generate demonstrable ROI/X, clearly linking customer experience improvements to business value, operational efficiency, customer lifetime value, and risk mitigation.
- Monitor and track the business impact of service culture deployment to support data-led decision-making and sustained performance improvement.
Internal Business Processes
Service Culture Management & Insights
- Develop, standardize, and operationalize a Group-wide service culture management approach with clear inputs, outputs, and accountability aligned to The Equity Experience.
- Mine, analyze, and synthesize insights from multiple data sources—service audits, complaints, Voice of Customer (VOC), customer journeys, operational data, and research—to generate actionable internal service improvement strategies.
- Recommend high-impact improvement areas using strategic data insights to drive consistency, quality, and experience assurance across all touchpoints.
Collaboration & Cross-Functional Alignment
- Collaborate with Group, Subsidiary CX Partners, and business units to drive continuous improvement, strengthen alignment, and ensure synergized efforts across the Bank.
- Facilitate connected engagement across teams to build cohesion, enhance ownership, and embed customer-centric practices into daily operations.
- Enable cross-functional teams to internalize and apply The Equity Experience Standards necessary to achieve “In Your DNA” culture maturity level.
Customer Focus & Value Creation
- Generate strategic insights from CX audits, research, and feedback across all customer journeys and touchpoints to elevate the customer experience.
- Track, monitor, and communicate the impact of implemented service improvement strategies, highlighting measurable ROI/X and business outcomes.
- Ensure consistent adoption of customer-centric behaviors across people, processes, tools, and service touchpoints, in alignment with The Equity Experience.
- Embed internal Voice of Customer mechanisms in service culture routines to enable real-time issue resolution, experience assurance, and continuous learning.
Stakeholder Engagement, Advocacy & Culture Building
- Act as a central liaison between Group Departments and CX Teams to ensure alignment of objectives, priorities, and delivery expectations.
- Advocate for the customer’s voice at all levels of the organization, ensuring decisions are guided by customer insights and experience standards.
- Drive a customer-focused culture through storytelling, leadership influence, adoption programs, communication, and best-practice sharing—accelerating the Organization’s movement toward “In Your DNA” culture maturity.
Stakeholder Empowerment & Capability Building
- Facilitate workshops, training, coaching, and awareness programs to equip teams with the competencies, mindset, and behaviors required to embody The Equity Experience Essence.
- Strengthen frontline and support teams’ capability to deliver human-centered, reliable, and differentiated service aligned with the Bank’s service standards.
Personal Development
- Manage personal learning and development against personal development plans.
Ideal Job Specifications
Academic Qualifications
- University degree Upper 2nd Class Honors or 3.0 GPA.
Professional Qualifications and Skills
- Experience facilitating cross-functional team discussions, including well-developed negotiation skills and ability to provide direction while not having direct authority.
- Understands and can teach CX methods and tools (e.g. NPS, CES, closed-loop systems, mapping).
- An understanding of supported products or infrastructure, how they work, and how they are used by customers.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal abilities.
Desired Work Experience
- Minimum of 5 years of experience in customer experience management, service design, or related roles, preferably in the banking or financial services industry.
- Experience in managing service culture programs is desirable.
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