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Head, Customer Experience & Client Success
About this role
A senior leadership role to lead the end-to-end Customer Experience and Client Success for Bluebulb Financials Limited’s high-value clients, including HNIs, large corporates and institutional accounts. The role covers customer experience, relationship management, retention, payments and transaction operations, product experience and revenue protection.
What you would do
- Own the end-to-end experience for the high-value client base (HNIs, large corporates, institutional clients and strategic accounts)
- Protect retention, maximise relationship value and revenue across portfolios
- Deepen strategic relationships and increase customer activity with key clients
- Develop customer health metrics and early-warning frameworks to identify disengagement and intervene early
- Lead and build a high-performing CX & Client Success function across the business
- Coordinate with payments/transaction operations and product teams to align customer experience with business needs
What they are asking for
- 12-15+ years across Private, Corporate or Transaction Banking, Payments or Digital Financial Services
- Proven leadership of significant HNI, corporate or institutional portfolios
- Strong commercial track record across retention, revenue, transaction activity or portfolio growth
- Executive-level relationship management across CEOs, CFOs, Treasury Heads, founders and HNIs
- Demonstrated success recovering and growing high-value customer relationships
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