Self Service Ecosystem & Customer Experience Manager

About the role

The Manager, Self-Service Ecosystem & Customer Experience oversees the country's self-service ecosystem (ATM network, online and mobile digital platforms, retail payment platforms such as ACH and RTGS, banking agents) and its Customer Experience strategy. The role drives adoption of digital and self-service channels, improves operational efficiency through transaction migration and performance optimization, and works closely with the Technology Monitoring team to keep the ATM fleet optimally available.

Key responsibilities

• Oversee day-to-day performance and availability of the self-service ecosystem and ensure service levels, efficiency and customer experience standards are met
• Communicate current and planned outages and restoration timelines to internal stakeholders, in coordination with ATM Monitoring & Support and Digital Factory teams
• Execute transaction migration strategies to move volume from high-cost to lower-cost channels and track Cost per Transaction (CPT) optimization
• Ensure consistent customer experience across branches, digital platforms and self-service channels, working with digital, product and distribution teams
• Execute the country's Customer Experience strategy, analyze end-to-end customer journeys, monitor CX metrics such as NPS and promote a customer-centric culture
• Analyze channel performance and CX data, prepare regular reports on usage, adoption and service performance, and support pilot initiatives
• Coordinate with Technology, Operations, Marketing, Risk, Compliance and business teams, and support vendor and partner coordination
• Ensure compliance with internal policies, regulatory requirements and risk frameworks, and escalate operational, compliance and CX risks

Required profile

• Bachelor's degree in Business Administration, Engineering, Finance or a related field
• 4-6 years of experience in banking, customer experience, channels or operations
• Experience with distribution channels (branch, digital or self-service)
• Exposure to data analysis, customer journeys or process improvement initiatives

Required skills

• Customer-centric mindset, analytical and problem-solving skills
• Strong execution, organizational and stakeholder coordination skills
• Effective written and verbal communication
• Project management mindset is an asset; basic knowledge of agile methodologies is an asset