At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.
What will you contribute?
The Director of Customer Experience Centre of Excellence (COE) is a strategic leadership role responsible for shaping and executing the customer experience strategy across the Universal Banking business unit. This includes driving customer advocacy, enhancing the customer experience, and overseeing a scalable Training Academy. The role requires a strategic leader with a passion for customer-centric innovation, a proven track record in leading customer-focused initiatives, and the ability to translate customer insights into measurable business outcomes.
Responsibilities & Deliverables:
Customer Experience:
Design and execute comprehensive customer experience strategies across the full customer journey.
Collaborate with cross-functional teams within the organization to ensure a unified customer experience vision and execution.
Promote a customer-centric culture across the organization
Define and monitor key performance indicators (KPIs) such as NPS, CES and other measures for a consistent view.
Report on CX initiatives and their impact to senior leadership
Assist team in monitoring and analyzing customer feedback and relevant data to identify actions and areas for improvement.
Customer Advocacy:
Champion the voice of the customer across the business unit by developing strategies that foster satisfaction, loyalty, and long-term engagement with customers (aligned with customer experience vision).
Oversee campaigns that highlight customer success stories and promote brand loyalty.
Lead required efforts with customers and internal teams, ensuring that feedback—captured through NPS and other channels—is translated into actionable insights and strategic improvements.
Leverage customer input to build compelling case studies, reference programs, and effective escalation handling processes that support both customer success and internal alignment.
Monitor and report on the impact of advocacy programs on business outcomes
Training Academy:
Lead the development of a modern, scalable Training Academy using advanced delivery methods to cater to internal, partners and customer training.
Ensure the training academy provides high-quality, relevant, and impactful training solutions.
Collaborate with subject matter experts to continuously update and improve training content.
Report and manage effectiveness of training programs using feedback, assessments, and performance metrics.
Lead and mentor a team of trainers, instructional designers, and learning specialists.
Leadership and Strategy:
Lead and mentor a team of customer experience, customer advocacy and training professionals, fostering a high-performance, customer-first culture.
Develop and implement a comprehensive customer experience framework for Universal Banking, using journey mapping to identify and influence key “moments that matter.”
Collaborate with Product, Sales, and Services leadership to ensure alignment of customer experience initiatives with broader business goals.
Set and monitor strategic goals, budgets, and performance metrics for the Customer Experience Centre of Excellence to ensure measurable impact and continuous improvement.
Foster a high-performance culture focused on accountability, collaboration, and customer satisfaction
Required Experience:
Degree in Business, Marketing, or a related field.
10+ years of experience in customer experience, customer advocacy, or related roles.
Proven leadership in customer-centric initiatives and training program development.
Strong analytical skills with experience in KPI tracking and governance.
Excellent communication and interpersonal skills.
Experience in financial services sector or fintech preferred.
Customer Focus: Deep understanding of customer needs and a commitment to delivering exceptional service.
We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:
· Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
· Well-being: Access Confidential one-on-one therapy through our Employee Assistance Program, find support from our network of Wellbeing Champions and Gather Groups, and a calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work.
· Medical, life & disability insurance, retirement plan, lifestyle and other benefits*
· ESG: Benefit from paid time off for volunteering and donation matching.
· DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
· Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
· Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
*Specific benefits may vary by location.
At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.
Be unique, be exceptional, and help us make a difference at Finastra!
