Customer Experience (CEX) Lead

Job description

Looking for a RockStar CEX Lead for TBI Mobile Bank to drive best in class customer experience for our clients




Become a part of a unicorn success story of building a digital neobank in Europe. You have once-in-a-lifetime opportunity to create ideal customer experience and proactive customer lifecycle for a digital bank, build and lead the CEX team.


A Look Inside the Job: 

  • Develop and implement best-in-class customer journeys (CJs) by designing the end-to-end CJs which deliver a seamless and remarkable experience, decompose CJs into processes and customer touchpoints
  •  Create excellent customer experience in Mobile Bank by building differentiated value propositions to drive customer engagement;
  • Develop and drive initiatives on improving CEX for omni-channel touchpoints for Mobile Bank customers
  • Optimise user interface (visuals, copywrite) to improve conversion and customer satisfaction 
  • Drive customer lifecycle management by developing data-driven customer segmentation, design targeted CLM strategies

Job requirements

Mindsets and values:

  • Passion for helping customers by creating excellent experience
  • Strong ownership, ability to thrive in a hands-on, entrepreneurial environment with willingness to drive results
  • Independent thinking and ability to work within an fast-moving environment, while also driving towards clarity and solutions

Skills and competencies required:

  • Strong expertise in developing and implementing customer journeys in financial or digital industry, understanding of customer lifecycle management
  • Strong expertise in digital banking (tech stack, value proposition, conversion management, etc.) is a plus

Work experience and education:

  • Minimum of 2 years in customer experience management
  • Digital and offline marketing experience is a plus
  • Experience in leading small teams


In return, we will give you:

  • Working environment based on openness and team work
  • Competitive remuneration with additional benefits (medical service, preferences on sport cards and banking products and discounts)
  • Career advancement in leading organization in its industry
  • Excellent office location at the heart of the capital (Lozenets, close to metro station European Union)


Take the chance and together we will make a difference!