Client Experience Officer

About the role

The Client Experience Officer will design and optimise the end‑to‑end client journey across all touchpoints, using data insights, technology and client feedback to boost satisfaction, engagement and retention. Reporting to the Customer Experience Manager, the role bridges client‑facing strategies with compliance and risk standards.

Key responsibilities

• Map and optimise the client journey, identifying key touchpoints, pain points and compliance checkpoints.
• Develop segmentation strategies and tailor experiences for each segment while ensuring regulatory compliance.
• Explore, evaluate and implement AI tools and emerging technologies to enhance the client experience.
• Apply predictive analytics and automation solutions, adhering to data‑protection standards.
• Define, monitor and report on KPIs related to satisfaction, engagement and retention.
• Implement Voice of the Customer programmes, analyse feedback and drive continuous improvement.
• Identify and resolve operational inefficiencies, delivering quick fixes and sustainable strategies.
• Develop referral and loyalty programmes and align CX initiatives with company goals.

Required profile

• Bachelor’s degree in Business Administration, Marketing, Communications or a related field.
• Minimum 3 years of experience in customer experience, client journey design or process optimisation.
• Analytical, client‑focused mindset with strong problem‑solving abilities.
• Excellent communication skills and ability to manage complex, cross‑functional projects.
• Passion for innovation, continuous improvement and risk‑aware execution.

Required skills

• AI tools
• Predictive analytics
• Automation solutions