Job Purpose Statement
The Business Planning Manager, Customer Experience is responsible for supporting the Group Director of Customer Experience in the successful implementation of the Group's CX strategy. This role will drive strategic planning, business analysis, performance measurement, and project execution to ensure the Customer Experience department achieves its objectives across all markets and touchpoints. The position serves as a critical link between strategy formulation and operational execution, enabling data-driven decision making and continuous improvement of customer journeys.
Strategy Development & Implementation
Support the Group Director in developing and refining the Customer Experience strategy in alignment with overall Group objectives
Translate strategic CX vision into actionable implementation roadmaps and operational plans
Track and report on strategy execution progress, highlighting risks and opportunities
Support the harmonization of CX standards and initiatives across different markets while respecting local requirements
Prepare performance presentations for Executive Committee meetings and strategy sessions
Analyze customer experience trends and benchmarks to inform strategic planning
Ensure system capabilities are optimized to support CX strategy implementation
Business Analysis & Performance Measurement
Design and implement comprehensive CX performance measurement frameworks and dashboards, including Return on Experience (ROX) metrics
Develop and refine ROX methodologies to quantify the business impact of CX investments
Lead initiatives to correlate customer experience metrics with financial outcomes
Collect, analyze, and interpret customer experience data across physical and digital touchpoints
Generate regular reports on key CX metrics, insights, and performance against targets
Conduct root cause analysis of service breakdowns and propose solutions
Analyze voice of customer feedback and identify patterns to drive improvement
Provide data-driven recommendations to enhance customer journeys and satisfaction
Support budget planning, forecasting, and expenditure tracking for CX initiatives
Prepare business cases for strategic CX investments and initiatives with clear ROX projections
Project Management & Change Execution
Lead or support key CX transformation projects from conception through implementation
Develop project plans, timelines, and resource requirements for strategic initiatives
Track project progress and ensure timely delivery within budget
Coordinate cross-functional teams to implement CX improvements
Identify and mitigate project risks and issues
Facilitate change management processes to drive adoption of new CX initiatives
Document and share project learnings to improve future implementations
Support the Group Director in prioritizing CX improvement initiatives
Stakeholder Management & Collaboration
Build and maintain strong relationships with key stakeholders across the organization Facilitate collaboration between CX and other departments (Marketing, Operations, IT, etc.)
Coordinate knowledge sharing and best practice adoption across markets
Engage with external partners to ensure consistent CX delivery across the ecosystem
Prepare materials for and participate in cross-functional steering committees
Communicate CX strategy, initiatives, and performance to various stakeholder groups
Support the Group Director in managing relationships with senior leadership
Innovation & Continuous Improvement
Research and recommend emerging CX technologies, methodologies, and best practices
Support the development of innovative approaches to enhance customer journeys
Identify opportunities to improve efficiency and effectiveness of CX operations
Contribute to the development of new CX capabilities and competencies
Facilitate workshops and innovation sessions to generate improvement ideas
Support pilot initiatives to test and refine new CX approaches
Stay current with industry trends and customer experience developments
Qualifications
Required Experience
Education
Bachelor's degree in Business Administration, Marketing, Economics, or related field (required)
Master's degree in Business Administration, Customer Experience Management, or similar (preferred)
Professional certifications in Project Management, Customer Experience, or Business Analysis (advantageous)
Experience
6-8 years of relevant experience in strategy implementation, business planning, or customer experience
3+ years in a management or advisory role supporting senior leadership
Experience in customer-focused transformation initiatives
Proven track record in project management and change implementation
Experience working across multiple markets or in a multinational environment
Background in financial services or similar regulated industry (advantageous)
Technical Skills & Knowledge
Strong analytical skills with proficiency in data analysis and interpretation
Experience developing and measuring Return on Experience (ROX) frameworks
Ability to connect CX metrics to financial and business outcomes
Advanced Excel skills and experience with business intelligence tools
Knowledge of customer journey mapping methodologies
Understanding of performance measurement frameworks and KPI development
Project management methodologies and tools
Familiarity with CX technologies and digital transformation
Understanding of financial planning and budgeting processes
Knowledge of change management principles
Skills/Competencies
Strategic thinker with strong business acumen
Excellent communication and presentation skills
Ability to influence without direct authority
Strong organizational and time management capabilities
Detail-oriented with a focus on quality and accuracy
Collaborative team player with the ability to work across functions
Self-motivated and results-driven
Resilient and adaptable in a changing environment
Customer-focused mindset