Director, Customer Exp. Centre of Excellence Lisboa

Director, Customer Exp. Centre of Excellence
Lisboa
Lisboa, Lisboa, Portugal

Director, Customer Exp. Centre of Excellence

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Who we are

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

• 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 KPI 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

Benefits

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, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support
• Medical, life and 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 at Finastra, Proud at Finastra, Disabilities at Finastra, Women at Finastra)
• Career Development: Access online learning and accredited courses through our Skills and 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

Be unique, be exceptional, and help us make a difference at Finastra

Seniority level

• Director

Employment type

• Full-time

Job function

• Other

Location: Lisboa, Lisbon, Portugal