Head of Customer Experience - Hanoi - TA085

Job Description

Join Our Leadership Team as Head of Customer Experience at One of Vietnam’s Leading Banks.

At VPBank, we are committed to delivering exceptional banking experiences that delight our customers and drive innovation. As a Head of Customer Experience, you will play a pivotal role in leading our customer-centric transformation, driving strategic initiatives that enhance the experience for millions of customers across Vietnam and beyond.

What You’ll Do:

As the Head of Customer Experience, you will:

• Lead the development and execution of our bank-wide CX strategy, working closely with leadership to align customer journeys with business goals.
• Oversee all customer touchpoints, ensuring a seamless omnichannel experience across digital, mobile, and branch interactions.
• Champion innovation by introducing cutting-edge digital tools and customer engagement methods that set VPBank apart in the market.
• Utilize data-driven insights and customer feedback to continuously improve services, products, and customer satisfaction.
• Foster a customer-centric culture across all divisions by collaborating with internal teams, ensuring every employee plays a role in delivering an outstanding customer experience.

Job Requirement

What We’re Looking For:

We are seeking an experienced, dynamic leader with:

• 10+ years of experience in Customer Experience, preferably in the financial services or banking sector.
• A deep understanding of digital transformation and the ability to implement innovative CX solutions across multiple channels.
• Strong leadership and team management skills, with experience driving cross-functional collaboration.
• Proven ability to use data insights to enhance customer journeys and improve key performance metrics.
• Exceptional communication skills and the ability to engage with executive leadership and key stakeholders.

Why Join Us?

• Opportunity to lead transformative CX initiatives in one of Vietnam's largest and most innovative banks.
• Opportunity to shape the future of banking customer experience in a fast-evolving industry.
• Work in a dynamic, growth-oriented environment where your contributions will have a significant impact on the bank's success.
• Enjoy a collaborative and inclusive workplace, with access to ongoing professional development and growth opportunities.

Apply Today

If you are ready to drive customer experience excellence and play a key role in transforming the future of banking, we’d love to hear from you. Apply now and become part of a team dedicated to innovation, leadership, and delivering world-class experiences.

BENEFITS

• Attractive income, competitive salary and bonus according to ability
• Bonus on Holidays and New Year (according to banking policy from time to time)
Get preferential loans according to the bank's policy from time to time
• Attractive leave mode according to job rank
• Compulsory insurance according to labor law & VPBank care insurance for employees depending on rank and working time
• Participate in training courses depending on the Training Framework for each position
• Working time: Monday - Friday & Saturday morning (two Saturday mornings/month off)
• Dynamic, friendly working environment with many opportunities for training, learning and development; participate in many interesting cultural activities (sports event, talents, teambuilding activities...)