Job Requirements
Job Description
Senior Manager – Affluent Customer Experience & Design
Job Purpose
Design and steward premium experiences and lifecycle communications; orchestrate onboarding & RM enablement; own complaint RCA and premium servicing constructs (CX Ops) to lift CX Score and retention.

Job Purpose
Experience standards and governance (app, web, RM, service)
Lifecycle comms (CLCM), journeys, UAT and go-live approvals
Onboarding orchestration and RM enablement
Premium servicing constructs and CX Ops (concierge/priority desk, empowerments)
Complaint RCA, escalations, service recovery programs
Website/app content for CX journeys

Primary Responsibilities
CX Strategy & Standards
Ensure experience consistency across channels
Build superior service mechanisms for affluent customers
Govern experience-related changes during CVP updates or transitions
Affluent Communications Craft Lead: set luxury tone‑of‑voice guidelines; pre‑send creative QA; copy standards across SMS, email, WhatsApp, in‑app, RM scripts.




Mystery shopping and competitive journey benchmarking for premium experiences.
Journeys & Communications
Build and execute CLCM
Build customer journeys, conduct UAT, provide go-live approvals
Develop and manage lounge/golf/CFAR activation/deactivation communications
Coordinate launch communication and creatives
Accessibility & inclusive design checklist for affluent journeys (readability, alt text, colour contrast) without compromising luxury tone.
Onboarding & RM Enablement
Design and enhance onboarding journeys (By invitation only cards)
Enable and engage relationship managers
RM notifications for collections, declines, misuse.
Complaints & Escalations
Monitor complaint, SR, escalation data; implement preventive solutions
Escalation management and structured reach-outs
Channel governance & compliance: WhatsApp template approvals and opt‑in audits.
Incident & partner‑service disruption playbooks (e.g., lounge outages) with proactive outreach and make‑positive ru

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