Head of Customer Experience (Group)

Operational Context FMBcapital Holdings (FMBCH) operates a multi-country banking network across six markets, supported by a hybrid model comprising: • First Capital Shared Services Limited (FCSSL), Mauritius – responsible for core processing and infrastructure • Country operations – responsible for local execution As the Group scales, a key priority is to ensure that our customer receive a consistent, seamless and differentiating experience. Role Mandate • The Head of Customer Experience is accountable for designing and continuously improving the end-to-end customer experience across all markets and channels. • This role defines how customers experience the bank, ensuring that journeys are simple, fast, consistent and customer centric. • The role works across Technology, Product, Value Proposition, Operations, Risk, and Country distribution teams to translate customer needs into journey designs, with its execution orchestrated through the business using existing delivery mechanisms. Purpose of the Role To lead the development and embedding of a Group-wide customer experience strategy and journey framework that: • Eliminates friction across key customer interactions • Drives consistency across all markets and channels • Uses customer insight and data to continuously improve experience • Enhances customer satisfaction, loyalty, and commercial outcomes Key Responsibilities: 1. Voice of the Customer (VoC) • Establish a Group-wide Voice of Customer framework, incorporating: Customer feedback/surveys, Complaints and service recovery insights Journey analytics and digital behaviour data External market best practices and emerging trends • Drive: Root cause analysis of customer pain points Prioritised, insight-led improvements of the customer experience o Continuous feedback loops into product, process, and channel design 2. Customer Experience Strategy & Standards • Develop and implement a Group-wide CX strategy in collaboration with Business Heads • Define experience stan