Self Service Ecosystem & Customer Experience Manager.

Purpose
The Manager, Self-Service Ecosystem & Customer Experience is responsible for executing the country’s self-service ecosystem (ATMs network, Digital Platforms - Online & Mobile App, Retail Payment platforms such as ACH, RTGS, Banking Agents etc.) and Customer Experience (CX) strategy overseeing the performance and continuous improvement of all the self-service channels. Additionally, the manager is responsible to address local challenges with all relevant stakeholders by coordinating working sessions to track the progress of open action items and provide status to the Retail Business Line and/or Customers, working closely with the Technology Monitoring team to ensure the ATM fleet is optimally available to service customers conducting their day-to-day transactions.

The role ensures the delivery of seamless, customer-centric omnichannel experience, while driving adoption of digital and self-service channels and improving operational efficiency through transaction migration and performance optimization.

Key Accountabilities

Self Service Ecosystem Management
• Oversee the day-to-day performance and availability of the self-service ecosystem (ATMs network, Digital Platforms - Online & Mobile App, Retail Payment platforms such as ACH, RTGS, Banking Agents etc.).
• Ensure service levels, operational efficiency, and customer experience standards are met across all self-service channels by working closely with the relevant stakeholders to optimize availability of the retail digital banking channels and payment platforms as applicably noted above to facilitate the achievement of transaction migration and digital adoption targets.
• Support the implementation of initiatives to increase the usage and adoption of self-service channels.
• Monitor transaction volumes and trends, identifying opportunities to improve channel utilization.
• Lead the communication process with internal stakeholders advising of current and planned outages as well as anticipated restoration timelines of service when self-service channels are down or out of service, in coordination with ATM Monitoring & Support and Digital Factory teams.

Channel Migration & Efficiency
• Execute transaction migration strategies to shift volume from high-cost to lower-cost channels (e.g., branch to selfservice/digital).
• Track and support the optimization of Cost per Transaction (CPT) through channel performance improvements.
• Identify and implement opportunities to streamline processes and reduce customer effort.

Omnichannel Experience Integration
• Ensure consistency and alignment of customer experience across branches, digital platforms, and self-servicechannels.
• Collaborate with digital, product, and distribution teams to improve customer journeys across touchpoints.
• Support initiatives that reduce friction and enhance ease of use across channels.
Liaise and work closely with stakeholders such as but not limited to Branches, Customer Service unit/Real
Estate/Operations Business Support/ATM Monitoring & Support/SSC/Caribbean Digital Factory/Caribbean Retail
Support to optimize the retail digital channel usage and reliability.

Customer Experience Execution
• Execute the country’s Customer Experience strategy as it relates to the Self-service ecosystem, ensuring alignment with regional and global CX frameworks.
• Act as a voice of the customer by analyzing end-to-end customer journeys and identifying pain points and improvement opportunities.
• Support the design and implementation of initiatives to enhance customer satisfaction and loyalty.
• Monitor and track CX metrics (e.g., NPS), ensuring effective follow-up and action planning to address gaps.
• Promote a customer-centric culture within business units and distribution channels.

Data & Performance Management
• Analyze channel performance and CX data to generate insights and support decision-making.
• Prepare regular reporting on key metrics such as channel usage, adoption rates, and service performance.
• Contribute to a test-and-learn culture by supporting pilot initiatives and continuous improvement efforts. Stakeholder Coordination
• Work closely with key stakeholders such as but not limited to Technology, Operations, Marketing, Risk, Compliance, and business teams to support initiative execution.
• Coordinate cross-functional efforts to ensure timely and effective delivery of self-service initiatives.
• Support vendor and partner coordination related to the self-service ecosystem.

Risk & Compliance
• Ensure all activities comply with internal policies, regulatory requirements, and risk frameworks.
• Identify and escalate operational, compliance, and customer experience risks when applicable.
• Promote adherence to the Bank’s risk culture and operational standards.

Key Skills
• Customer-centric mindset
• Analytical and problem-solving skills
• Strong execution and organizational skills
• Stakeholder coordination
• Effective communication (written and verbal)
• Results-oriented
• Adaptability and continuous improvement mindset
• Project management mindset will be an asset

Education / Experience

• Bachelor’s degree in Business Administration, Engineering, Finance, or a related field
• 4–6 years of experience in banking, customer experience, channels, or operations
• Experience working with distribution channels (branch, digital, or self-service)
• Exposure to data analysis, customer journeys, or process improvement initiatives
• Basic knowledge of agile methodologies is an asset