Job Description

POSITION TITLE:

Customer Centricity Consultant (CX and Journey Transformation)

LOCATION:

Manama, Kingdom of Bahrain

EMPLOYMENT TYPE:

Full-Time Consultancy Engagement (1 year initially, with potential renewal based on performance)

ROLE OVERVIEW:

We are seeking an energetic and experienced Customer Centricity Consultant to lead critical customer journey enhancement initiatives across Retail and Corporate Banking functions. The Consultant will be responsible for designing, enhancing, and optimizing customer journeys, identifying pain points, improving service processes, and embedding customer-first thinking across business units.
Prior consulting experience with a recognized consulting firm or specialized customer experience consultancy is mandatory.

KEY RESPONSIBILITIES:

1- Customer Journey Mapping, Review, and Enhancement

o Lead the design and improvement of customer journeys, including:

? Retail Customer Onboarding

? Personal Loan Origination

? Retail Banking (RBB) Customer Service Journeys

? Retail KYC Renewal

? Corporate Onboarding and Account Setup

? Corporate Credit Card Application

? Corporate Credit Line Renewal

2- Strategic Process Simplification and Service Enhancement

o Drive initiatives to:

? Simplify KYC processes.

? Streamline and digitize customer onboarding documentation.

? Enhance the design and clarity of customer statements.

? Digitize and simplify the Corporate Loan Origination (CELOS) journey.

? Improve proactive customer communication practices.

? Reduce paper consumption by shifting to digital-first experiences.

3- Pain Point Analysis and Tactical Resolution

o Conduct analysis of customer pain points across journeys.

o Develop and propose tactical resolutions and long-term strategic improvements.

o Collaborate with business owners, process owners, and support teams for implementation.

4- Voice of Customer (VoC) & Customer Experience Measurement:

o Support the creation and tracking of experience KPIs, including NPS, CSAT, and Customer Effort Scores.

o Assist in VoC program design and insight management.

5- Internal Governance and Advocacy:

o Actively contribute to Customer Centricity Governance meetings and working groups.

o Advocate for embedding customer-first behaviors across all initiatives and departments.

IDEAL CANDIDATE PROFILE:

Experience:
o 5 to 10 years of hands-on experience in Customer Experience (CX), Service Design, or Journey Transformation projects.

o Mandatory consulting background with recognized consulting firms or specialized CX agencies.

o Direct experience in mapping, redesigning, and enhancing journeys across financial services or regulated industries.

o Practical exposure to banking journeys such as onboarding, personal lending, SME/corporate account setup, and customer servicing.

Education:
o Bachelor's degree in business, Strategy, Marketing, or a related field (Master's preferred).

o CX-related certifications (e.g., CCXP, Design Thinking for CX) are highly desirable.

Skills and Competencies:
o Strong capability in customer journey mapping, service design frameworks, and customer pain point resolution.

o Analytical thinking and structured problem-solving skills.

o Excellent communication and presentation abilities.

o Strong stakeholder management and collaboration capabilities.

o Familiarity with banking regulations, compliance standards, and digital experience best practices.

Personal Attributes:
o High energy, proactive, hands-on attitude.

o Customer-obsessed mindset with a passion for service improvement.

o Structured, strategic thinker with attention to detail.

o Ability to manage multiple projects and priorities simultaneously.

REPORTING LINE

The Consultant will report to the Enterprise Project Management Office (EPMO),

under the direct leadership of the Lead of the Bank's Customer Centricity Initiative.

APPLICATION INSTRUCTIONS:

Recruitment agencies are requested to submit candidates with verified consulting backgrounds and hands-on customer journey and CX transformation experience, preferably within banking, financial services, or regulated industries.

Profiles with purely operational backgrounds (e.g., retail banking services, call centers, telecom service roles) without proper project-based consulting exposure will not be considered.

Job Types: Full-time, Contract
Contract length: 12 months

Pay: AED15,000.00 - AED25,000.00 per month