OverviewDirector, Customer Experience Centre of Excellence (COE) at Finastra. Finastra is an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. We proudly serve over 8,000 customers, including 45 of the world\'s top banks, and we are committed to financial inclusion and a diverse, collaborative culture.What you will contributeThe Director of the 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. This 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 & DeliverablesCustomer ExperienceDesign and execute comprehensive customer experience strategies across the full customer journey.Collaborate with cross-functional teams to ensure a unified customer experience vision and execution.Promote a customer-centric culture across the organization.Define and monitor KPIs such as NPS, CES, and other measures for a consistent view.Report on CX initiatives and their impact to senior leadership.Monitor and analyze customer feedback and data to identify actions and areas for improvement.Customer AdvocacyChampion the voice of the customer across the business unit, fostering satisfaction, loyalty, and long-term engagement.Oversee campaigns that highlight customer success stories and promote brand loyalty.Lead efforts with customers and internal teams to translate feedback into actionable insights and strategic improvements.Build case studies, reference programs, and escalation handling processes to support customer success and internal alignment.Monitor and report on the impact of advocacy programs on business outcomes.Training AcademyLead the development of a modern, scalable Training Academy for internal, partner, and customer training using advanced delivery methods.Ensure high-quality, relevant, and impactful training solutions.Collaborate with subject matter experts to continuously update 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 StrategyLead 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 key moments that matter.Collaborate with Product, Sales, and Services leadership to align CX initiatives with broader business goals.Set and monitor strategic goals, budgets, and performance metrics for the COE to ensure measurable impact and continuous improvement.Foster a high-performance culture focused on accountability, collaboration, and customer satisfaction.Required ExperienceDegree 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 or fintech preferred.Deep understanding of customer needs and a commitment to delivering exceptional service.BenefitsWe offer a range of incentives to our employees worldwide. Benefits are available to everyone and reflect our values:Flexibility: Unlimited vacation (based on location and business priorities), hybrid work, and policies such as paid time off for voting, bereavement, and sick leave.Well-being: Access to confidential one-on-one therapy, coaching via a coaching app, and Gather Groups for emotional and mental support.Medical, life & disability insurance, retirement plan, lifestyle and other benefits.ESG: Volunteer time off and donation matching.DEI: Multiple DE&I groups for open involvement.Career Development: Online learning and courses through our Skills & Career Navigator tool.Recognition: Finastra Celebrates and participation in regular employee surveys.Specific benefits may vary by location.At Finastra, every individual is unique, bringing diverse ideas and experiences. We learn from one another and create an environment where everyone feels safe to be themselves. Be unique, be exceptional, and help us make a difference at Finastra. #J-18808-Ljbffr