Director of Customer Experience

About the role

The Director Customer Experience will lead Golomt Bank’s overall customer experience strategy and execution, based in Ulaanbaatar. This senior, full‑time position is responsible for designing, implementing and continuously improving customer journeys across all channels.

Key responsibilities

• Design and oversee end‑to‑end customer journeys, ensuring consistent high‑quality service delivery.
• Monitor customer feedback and performance metrics, analyse data and trends, and report outcomes to senior leadership.
• Coach and support customer‑facing teams, align policies and processes with customer‑centric standards.
• Collaborate with cross‑functional teams to resolve issues, drive service innovation and champion a customer‑first culture.

Required profile

• Extensive experience in banking or financial services, preferably in customer experience or service management.
• Proven track record in leading diverse teams and managing service standards across multiple channels.
• Strong analytical ability to interpret customer data, metrics and market research.
• Excellent communication skills in multicultural and multilingual environments.

Required skills

• Familiarity with digital banking channels.
• Experience with CRM systems.
• Knowledge of customer feedback platforms.