Operational Context

FMBcapital Holdings (FMBCH) operates a multi-country banking network across six markets, supported by a hybrid model comprising:

• First Capital Shared Services Limited (FCSSL), Mauritius – responsible for core processing and infrastructure
• Country operations – responsible for local execution

As the Group scales, a key priority is to ensure that our customer receive a consistent, seamless and differentiating experience.

Role Mandate

• The Head of Customer Experience is accountable for designing and continuously improving the end-to-end customer experience across all markets and channels.
• This role defines how customers experience the bank, ensuring that journeys are simple, fast, consistent and customer centric.
• The role works across Technology, Product, Value Proposition, Operations, Risk, and Country distribution teams to translate customer needs into journey designs, with its execution orchestrated through the business using existing delivery mechanisms.

Purpose of the Role

To lead the development and embedding of a Group-wide customer experience strategy and journey framework that:

• Eliminates friction across key customer interactions
• Drives consistency across all markets and channels
• Uses customer insight and data to continuously improve experience
• Enhances customer satisfaction, loyalty, and commercial outcomes

Key Responsibilities:

1. Voice of the Customer (VoC)

• Establish a Group-wide Voice of Customer framework, incorporating:
  • Customer feedback/surveys, Complaints and service recovery insights
  • Journey analytics and digital behaviour data
  • External market best practices and emerging trends
• Drive:
  • Root cause analysis of customer pain points
  • Prioritised, insight-led improvements of the customer experience
  • Continuous feedback loops into product, process, and channel design

2. Customer Experience Strategy & Standards

• Develop and implement a Group-wide CX strategy in collaboration with Business Heads
• Define experience standards and service principles across all touchpoints
• Collaborate with Business and Functional teams to embed a culture of measurement, accountability, and continuous improvement in experience delivery

3. End-to-End Customer Journey Ownership

• Define, map, and continuously optimise key customer journeys as agreed with the CEOs and Business Heads across Onboarding, Transacting & Servicing experiences
• Lead cross-functional initiatives to simplify key processes and improve speed and ease of use
• Ensure seamless integration across Branch, RM, Digital and Contact Centre channels
• Partner with Business, Operations, Technology, etc. to ensure effective implementations

4. Turnaround Time (TAT) Improvements

• Define and create visibility of key customer journey turnaround times, including:
  • End-to-end journey tracking (not just process steps)
  • Real-time MI and management dashboards
• Ensure:
  • Clear measurement of customer experience performance
  • Transparency on bottlenecks across each key journeys
  • Data-driven prioritisation of improvements

5. Culture & Capability (Customer-Centric Mindset)

• Embed a customer-first culture across all markets
• Define the customer-centric behaviours expected from all business and functional areas
• Partner with HR, Business teams and Functional areas to integrate customer centricity into training and performance frameworks

Key Deliverables

• Group Customer Experience Strategy and Roadmap
• End-to-end journey maps for priority customer segments
• Voice of Customer framework and reporting dashboards
• Transparent TAT and customer journey performance dashboards
• Defined service standards and experience principles
• Measurable improvements in:
  • Customer satisfaction (NPS / CSAT)
  • Customer turnaround times (end-to-end)
  • Customer engagement (products per customer, dormancy)
• Consistent customer experience across all markets and channels

Technical Skills & Competence:

Professional Experience

• Minimum 10 years’ experience in financial services or related sector
• At least 5 years in a senior leadership role, with exposure to:
  • Customer experience
  • Service transformation

Qualifications and Requirements:

• Strong academic background in Business, Marketing, CX, Service Design, or a related field

• The Head of Customer Experience is accountable for designing and continuously improving the end-to-end customer experience across all markets and channels.
• This role defines how customers experience the bank, ensuring that journeys are simple, fast, consistent and customer centric.
• The role works across Technology, Product, Value Proposition, Operations, Risk, and Country distribution teams to translate customer needs into journey designs, with its execution orchestrated through the business using existing delivery mechanisms.
• To lead the development and embedding of a Group-wide customer experience strategy and journey framework that eliminates friction across key customer interactions, drives consistency across all markets and channels, uses customer insight and data to continuously improve experience, and enhances customer satisfaction, loyalty, and commercial outcomes.
• Establish a Group-wide Voice of Customer framework, incorporating customer feedback/surveys, complaints and service recovery insights, journey analytics and digital behaviour data, and external market best practices and emerging trends.
• Drive root cause analysis of customer pain points, prioritised, insight-led improvements of the customer experience, and continuous feedback loops into product, process, and channel design.
• Develop and implement a Group-wide CX strategy in collaboration with Business Heads.
• Define experience standards and service principles across all touchpoints.
• Collaborate with Business and Functional teams to embed a culture of measurement, accountability, and continuous improvement in experience delivery.
• Define, map, and continuously optimise key customer journeys as agreed with the CEOs and Business Heads across Onboarding, Transacting & Servicing experiences.
• Lead cross-functional initiatives to simplify key processes and improve speed and ease of use.
• Ensure seamless integration across Branch, RM, Digital and Contact Centre channels.
• Partner with Business, Operations, Technology, etc. to ensure effective implementations.
• Define and create visibility of key customer journey turnaround times, including end-to-end journey tracking and real-time MI and management dashboards.
• Ensure clear measurement of customer experience performance, transparency on bottlenecks across each key journeys, and data-driven prioritisation of improvements.
• Embed a customer-first culture across all markets.
• Define the customer-centric behaviours expected from all business and functional areas.
• Partner with HR, Business teams and Functional areas to integrate customer centricity into training and performance frameworks.

• Customer experience
• Service transformation
• Journey design
• Data analysis
• Cross-functional collaboration
• Strategy development
• Performance measurement
• Customer feedback analysis
• Process improvement
• Leadership

• Strong academic background in Business, Marketing, CX, Service Design, or a related field