VP of Customer Experience (Credit Card)

About Us

Bjak is focused on providing access to affordable and sustainable financial services for people in ASEAN. Headquartered in Malaysia, Bjak is the largest insurance portal in Southeast Asia. Our core strengths are in navigating complex regulations, creating innovative products, and delivering exceptional customer experiences.

Position Overview:

The VP of Customer Experience (Credit Card) will lead the strategic development and execution of initiatives to deliver exceptional customer experiences for our credit card products. This role focuses on championing a customer-first culture, optimizing customer journeys, and enhancing loyalty through innovative and data-driven solutions. As a key leader, you will collaborate cross-functionally to align credit card services with business objectives while ensuring customer satisfaction and retention.

Key Responsibilities:

• Develop and implement a comprehensive customer experience strategy tailored to the credit card segment and aligned with company objectives.
• Champion a customer-first culture across the organization, ensuring credit card services prioritize customer needs and satisfaction.
• Analyze customer journeys within the credit card lifecycle to identify pain points and areas for improvement.
• Work cross-functionally with teams in Marketing and Product to design and implement solutions that enhance the credit card customer experience.
• Define and monitor key performance indicators (KPIs) for customer satisfaction, loyalty, and credit card usage metrics.
• Leverage customer feedback and data analytics to inform decision-making and refine credit card service strategies.
• Build and lead a dedicated customer experience team focused on driving initiatives and ensuring consistent service delivery for credit card customers.
• Provide coaching, mentorship, and development opportunities to team members to foster innovation and growth.
• Partner with internal stakeholders to ensure credit card offerings align with customer expectations and business goals.
• Represent the voice of the credit card customer in executive meetings and strategic planning sessions.

Qualifications:

• Bachelor’s degree in Business, Marketing, Finance, or a related field (Master’s degree preferred).
• 7+ years of experience in customer experience, credit card services, or related roles, with 3+ years in a senior leadership capacity.
• Expertise in customer journey mapping, customer feedback systems, and credit card CX metrics.
• Strong analytical, problem-solving, and interpersonal skills with a data-driven mindset.
• Proficiency in CRM tools, customer experience platforms, and credit card management systems.

Personal Attributes:

• Strategic thinker with a deep understanding of the credit card customer lifecycle.
• Passionate about creating innovative, meaningful, and memorable customer experiences.
• Skilled in managing organizational change, fostering innovation, and leading diverse teams.
• Collaborative leader with a strong ability to inspire and influence cross-functional teams.

Benefits:

• Competitive salary and comprehensive benefits package.
• International work environment with a flat organizational structure.
• Opportunity to lead and shape a key function within a fast-growing company.
• Flexible work culture with casual attire and a collaborative team environment.