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Senior Deputy Manager - Customer Experience at National Development Bank PLC | Vertex Jobs

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Senior Deputy Manager - Customer Experience

National Development Bank PLC•location_onNarahenpita, Colombo, Sri Lanka

work_historyFull-Timehome_workOn-site

About the Role

Lead NDB Bank's customer experience strategy across all service channels, driving measurable improvements in satisfaction, loyalty, and service quality.

Responsibilities

Design and implement customer experience strategies across branch and digital touchpoints
Lead and mentor customer experience teams
Monitor and analyze customer satisfaction metrics and feedback
Collaborate with digital and branch banking teams to improve service standards
Drive continuous improvement initiatives aligned with NDB's service vision

Requirements

Degree in Business Administration, Management, or a related field
Minimum 7 years of banking or financial services experience with a service management focus
Proven leadership and people management track record
Excellent communication and stakeholder management skills
Experience with CX measurement tools and customer journey mapping

Skills

`Customer experience strategy` · `Service design` · `Team leadership` · `Banking operations` · `CX analytics and reporting`

How to apply

Or apply online: https://app.mihcm.com/CareerPortal/Careers?q=w3AftNHht3c1v3Zb5ip9vw%3D%3D&lang=En

About the Company

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National Development Bank PLC

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National Development Bank PLC (NDB Bank) is a leading licensed commercial bank in Sri Lanka, listed on the Colombo Stock Exchange. Founded in 1979, it offers personal, business, corporate, and investment banking services through a network of over 100 branches and 200+ ATMs across the country.

Industry: Banking & Financial Services

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