ROLE PURPOSE

The Lead, Customer Intelligence & Experience is responsible for establishing and driving the bank’s enterprise-wide research and insight agenda to support both Run-the-Bank operations and Change-the-Bank transformation initiatives. This role ensures all strategic decisions, customer experience improvements, and market positioning efforts are grounded in robust, data-driven insights. By aligning closely with the annual Execution Handbook, the role will guide internal and external research programs that inform business strategy, customer journey enhancements, product development, and service excellence. The role also leads to the development of performance metrics frameworks (e.g., CSAT, NPS) and translates complex data into actionable recommendations for senior leadership, enabling a more customer-centric, competitive, and forward-looking organization.

JOB RESPONSIBILITIES

• Lead Strategic Customer Insight Function Across the Bank: Set the research vision and roadmap to support both BAU and transformation initiatives. Ensure insight generation is embedded in the bank’s annual planning and execution cycle.
• Align Research Agenda with Execution Handbook: Develop and manage a research program that supports the yearly Execution Handbook delivering actionable insights to drive key priorities across strategy, transformation, product, service, and operations.
• Drive Internal & External Research Programs: Conduct cross-functional research in collaboration with business units and support teams and lead external market/customer studies to continuously inform customer experience, product relevance, and competitive positioning.
• Monitor and Report Customer Experience & Business Metrics: Oversee key performance indicators such as CSAT, NPS, and CES. Integrate Voice of the Customer (VoC) into core decision-making and governance routines.
• Champion Market Intelligence and Competitive Benchmarking: Institutionalize external sensing mechanisms to track evolving customer expectations, fintech/bank competitors, and regulatory landscape. Deliver scenario-based insights to senior management.
• Enhance End-to-End Customer Journeys: Partner with digital, operations, and product teams to identify friction points and improvement opportunities. Use real-time feedback, mystery shopping, and journey diagnostics to guide redesign efforts.
• Ensure Research Quality, Ethics & Data Integrity: Establish strong governance around research protocols, regulatory compliance, ethical practices, and confidentiality. Ensure data reliability and report credibility across all outputs.
• Communicate Insights Across the Organization: Present complex insights in an accessible format to drive understanding and action among senior leadership, operational teams, and governance forums.
• Build and Lead a High-Performing Insight Team: Grow internal research capabilities, foster innovation in methodologies, and ensure efficient, timely delivery of high-quality insights.

Education & Special Training

Essential

• Bachelor’s degree in Statistics, Economics, Business Administration, Research, or a related field.
• Training or certification in research, analytics, or project management.

Desirable

• Master’s degree (e.g., MBA, Data Science, Behavioral Science).
• Certifications in Agile, Lean Six Sigma, or transformation strategy frameworks

Experience

Essential

• 3-5+ years of experience in customer insight, research, or strategy roles with at least 2+ years in a leadership position.
• Experience in driving research programs that support both operational excellence and strategic transformation.
• Demonstrated ability to influence strategic planning through insights and evidence-based recommendations.
• Strong grounding in both qualitative and quantitative research methods.

Desirable

• Experience in financial services, fintech, or regulated industries.
• Exposure to enterprise transformation, strategic execution, or business model redesign initiatives.

Knowledge & Skills

Essential

• Strong analytical and conceptual thinking skills, with the ability to interpret complex datasets and distill key insights.
• Ability to translate data into strategic recommendations tailored to senior leadership and cross-functional teams.
• Advanced knowledge of research methodologies, including both qualitative and quantitative techniques.
• Strong business acumen and understanding of customer behavior, market dynamics, and operational impact.
• Excellent written and verbal communication skills in both English and Myanmar, with the ability to synthesize and present complex ideas clearly.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) for reporting and executive presentations.

Desirable

• Experience using statistical tools (e.g., SPSS, R, Python) for advanced analytics and behavioral segmentation.
• Familiarity with VoC (Voice of the Customer) systems, CRM platforms, and experience analytics tools.
• Working knowledge of strategy formulation frameworks and transformation governance.
• Experience preparing executive-level dashboards and board reports based on research outputs.

Languages

Essential

• Fluent in both English and Myanmar (written and spoken) with strong professional communication skills.