The Service Excellence elevates AYA Bank’s customer experience (CX) by redesigning priority journeys and instituting measurable service standards. Maintain the coordination with branch, contact center, and digital teams to remove pain points and improve customer satisfaction and adoption.

  Customer Journey Mapping & Pain‑Point Removal

• Conduct end‑to‑end mapping for key journeys (onboarding, lending, payments).
• Identify demand failure and root causes; prioritize quick wins.
• Co‑design solutions with BU teams; track impact.
• Ensure Service improvement and BAU handover. 

 Service Standards & Measurement

• Define channel‑specific standards (AHT, FCR, wait time, TAT).
• Implement dashboards; monitor adherence and variances.
• Run service audits and corrective action cycles.

 VOC & CX Analytics

• Set up surveys and feedback loops; analyze CSAT/NPS drivers.
• Publish CX insights and action plans; measure improvements.

 Omni‑Channel Alignment & Adoption

• Harmonize branch/contact center/digital experiences.
• Coordinate training for frontline staff; embed behaviors and scripts.

• Bachelor’s degree in Business/Economics/Finance; with Customer Experience Certification
• 5–8 years CX/service design; contact center metrics familiarity
• Strong knowledge of overall banking system and products
• Proficiency in customer journey mapping.
• Able to use various survey platforms; online and offline.
• Knowledge towards CX Analytics and reports.
• Proficient with Microsoft Office Suite with high Visio Efficiency.
• Strong organizing skill with attention to details
• Believer in Continuous Improvement
• Strong facilitation skill and able to manage collaboration across functions
• Able to balance Creativity with practicality
• Good verbal and written communication skills; in both Myanmar & English.