Customer Journey & Excellence Manager

About the role

For a well‑known Islamic Bank in Bahrain, we are looking for a Customer Journey & Excellence Manager. The ideal candidate will lead the design, optimisation and governance of customer journeys across the organisation to enhance satisfaction, loyalty and advocacy. They will drive customer‑centric transformation initiatives by analysing experiences, identifying pain points and collaborating with stakeholders to implement sustainable solutions that improve performance and outcomes.

Key responsibilities

• Lead the development, maintenance and governance of end‑to‑end customer journey maps for key segments and products, ensuring all touchpoints are documented, measured and continuously optimised.
• Identify customer pain points, moments of truth and root causes, establish journey performance metrics and monitor outcomes across the organisation.
• Partner with business units to identify process gaps affecting experience and support cross‑functional improvement initiatives using Lean, Six Sigma or other continuous‑improvement methodologies.
• Drive customer‑centric transformation programmes, support digital experience enhancements and monitor benefits realisation and business impact of implemented initiatives.
• Build strong relationships with business and functional teams, facilitate governance forums to review journey performance and act as subject‑matter expert on customer journey management.

Required profile

• Bachelor’s degree in Business Administration, Management, Finance or a related discipline.
• Professional certifications in Customer Experience (CX), Lean Six Sigma, Design Thinking, Business Process Management or Change Management (preferred).
• 7–10 years of relevant experience in Customer Experience, Service Excellence, Business Transformation or Process Improvement, preferably within banking or financial services.
• Strong analytical, communication and stakeholder‑management abilities.

Required skills

• Customer Journey Mapping
• Customer Experience (CX) Management
• Process Excellence & Continuous Improvement
• Data Analysis and Reporting
• Communication and Presentation
• Stakeholder Management