Avp/mgr - Data Analytics (support)

Service Channels and Transformation Role

As part of the Global Financial Services (GCFS) team, you will be responsible for monitoring and ensuring adherence to established customer standards across all service channels. You will act as a key guardian of customer experience quality by conducting surveillance, identifying gaps, and driving corrective actions to maintain and elevate service standards.

Key responsibilities include:

• Monitor and assess compliance with customer experience standards within GCFS.
• Conduct regular surveillance activities including reviews and analysis of customer interactions and service delivery metrics.
• Identify deviations from customer standards and collaborate with stakeholders to drive corrective measures.
• Provide insights and recommendations to improve customer experience quality and consistency.
• Work closely with cross-functional teams to embed customer standards into operational processes and execution.
• Prepare and present surveillance reports to senior leadership, highlighting risks, trends, and improvement opportunities.
• Support training and awareness initiatives to reinforce customer standards and best practices.
• Maintain up-to-date knowledge of industry benchmarks, regulatory requirements, and emerging trends in customer experience standards.

Qualifications and requirements include:

• Bachelor's degree or equivalent qualification required.
• Minimum 5 years of experience in customer experience quality assurance, surveillance, or related roles, preferably within financial services.
• Strong understanding of customer standards, service quality frameworks, and compliance monitoring.
• Proven ability to analyze data, identify trends, and drive continuous improvement initiatives.
• Excellent stakeholder management and communication skills, with experience engaging senior leadership.
• Detail-oriented with strong analytical and problem-solving capabilities.
• Ability to work independently, manage multiple priorities, and navigate complex environments.
• Familiarity with customer journey mapping, service design principles, or experience design is a plus.
• Resilient, proactive, customer-focused, and comfortable working in ambiguous and dynamic settings.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and adaptable to new software tools.

What we offer:

Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.