Customer Journey Owner

About the role

As a Customer Journey Owner at MCB, you will shape end‑to‑end customer experiences, combining insight, service design and analytics to drive satisfaction and operational efficiency.

Key responsibilities

• Own and continuously improve the full customer journey across all touchpoints, processes, systems and back‑office activities.
• Lead a multidisciplinary team covering customer insight, service design, process improvement and journey analytics.
• Integrate customer insights and service design into actionable journey improvements and monitor journey health, effort and satisfaction.
• Partner with product owners, business analysts, technology and delivery teams to keep customer outcomes central to decisions.
• Build capability in journey management, customer insight, service design and process improvement.

Required profile

• Degree in Business, Marketing, Quantitative field or related discipline, or equivalent experience.
• 5‑7 years (or 10 years) of experience in customer experience, journey management, service design, product management or related fields within banking or financial services.
• Minimum 3 years of leadership experience managing multidisciplinary initiatives.
• Proven track record of improving customer satisfaction, operational efficiency and business performance through journey optimisation.

Required skills

• Strong analytical and problem‑solving abilities.
• Excellent communication and stakeholder‑management skills.
• Ability to translate complex data into actionable improvement opportunities.