Customer Journey Owner | CXO | October 2026

At MCB, every customer interaction is an opportunity to create something meaningful. As a Customer Journey Owner, you'll help shape experiences that combine innovation, insight and human understanding, turning ambition into lasting impact.You will help to drive the design, optimisation, and performance of end-to-end customer journeys, delivering seamless experiences across all customer touchpoints. The role leverages customer insights, service design, process improvement, and analytics to enhance customer satisfaction, operational efficiency, and business outcomes.

We are on the lookout for:

Job Vacancy: Customer Journey Owner
You will own and continuously improve customer journeys, leading a multidisciplinary team, service design, process excellence, and analytics. The role focuses on reducing customer friction, prioritising improvements, and ensuring journeys meet customer, business, regulatory, and operational objectives.

In this role you will:

• Own the end-to-end customer journey, including all customer touchpoints, operational processes, systems, controls, and back-office activities that influence customer outcomes;
• Lead a multidisciplinary journey team responsible for customer insight, service design, process improvement, journey analytics, and delivery;
• Drive the integration of customer insight, service design, and process improvement into journey improvements;
• Monitor journey health, customer effort and satisfaction, reducing friction points, drop-offs, complaints, and operational performance;
• Translate customer insights and journey pain points into prioritised improvement opportunities;
• Partner with Product Owners, Business Analyst, Technology and Delivery teams to ensure customer outcomes remain central to decision-making;
• Build capability in journey management, customer insight, service design, process improvement, and customer-centric thinking;
• Leverage customer, operational, and behavioural data generated from other teams to assess journey performance.

To succeed, you will be required to demonstrate the following competencies:

• Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences;
• Plan and prioritise work to meet commitments aligned with organizational goals;
• Make sense of complex and high quantity information to effectively solve problems;
• Make good and timely decisions that keep the organization moving forward;
• Know the most effective and efficient processes to get things done, with a focus on continuous improvement;
• Lead by example and create a positive work atmosphere by focusing on successful accomplishment of objectives;
• Learn through experimentation when tackling new problems, using both successes and failures as learning fodder.

We are looking for candidate(s) who have a minimum of: 

EITHER:

• Degree in Business, Marketing, Quantitative field or related discipline;
• Certifications in Customer Experience, Service Design, Business Analysis, or Change Management would be an advantage;
• 5 to 7 years of experience in Customer Experience, Customer Journey Management, Service Design, Product Management, Business Analysis, Process Optimisation, Digital Transformation, or Retail Banking in Banking sector or Financial Services.   

OR: 

• 10 years of experience in Customer Experience, Customer Journey Management, Service Design, Product Management, Business Analysis, Process Optimisation, Digital Transformation, or Retail Banking in Banking sector or Financial Services.

AND:

• 3 years of leadership experience leading teams with multidisciplinary initiatives, would be an advantage ;
• Proven experience owning and transforming end-to-end customer journeys across multiple functions, channels, and touchpoints;
• Strong track record of improving customer satisfaction, operational efficiency, employee experience, and business performance through journey optimisation.

A combination of both qualifications & experience will be considered.

Should this opportunity match your career aspirations, skills and competencies, click on ‘Apply’ to complete your online application.

Please ensure all required information is accurately entered in relevant sections. Any incomplete application will not be considered. Kindly attach a complete CV when applying.

As part of the recruitment process, candidates will be required to provide a valid Certificate of Character of less than 3 months and two professional references.

The deadline for submission of application is 19 October 2026.
 

The Management reserves the right not to appoint anyone following this advert.