We're a leading financial institution, a key player in the Maltese market and part of a highly diversified multi-national group of companies. Employing a team of 270 employees, the Bank offers a full range of lending and savings solutions to both personal and business customers. We strive to offer a highly personalised service through our network of thirteen retail branches spread across the Maltese Islands. 

We are a team of inspired people who believe that opportunities start with a conversation. 

Duties and responsibilities

Digital Transformation Manager – Customer Management, is responsible for enhancing the digital customer experience, optimizing customer journeys, and ensuring seamless interactions across retail, corporate and digital channels. This role focuses on leveraging technology, data analytics, and automation to improve customer engagement, satisfaction and retention. The position requires expertise in customer management, digital transformation, and omnichannel service delivery.

Responsibilities

Customer Experience Strategy & Optimization:

• Support the implementation of the strategy to enhance digital customer experiences and engagement.
• Identify pain points in the customer journey and drive improvements through automation and process enhancements.
• Manage projects from inception to completion, ensuring timely delivery within budgets.

Omnichannel Integration & Digital Support:

• Work closely with the Digital Channels Unit to ensure a seamless customer experience across mobile banking, internet banking, and other digital touchpoints.
• Enhance self-service capabilities and AI-driven customer support tools such as chatbots and virtual assistants.

Customer Data & Personalization:

• Utilize customer insights and analytics to drive data-driven decision-making and personalized service offerings.
• Implement AI and machine learning models to enhance customer segmentation and targeted communication strategies.

Customer Relationship Management (CRM) Enhancement:

• Actively participate in the implementation of a CRM system to enhance customer interaction tracking and management.
• Work with IT and Business teams to ensure CRM integration with core banking and digital channels.

Stakeholder Collaboration & Customer Feedback Management:

• Engage with internal teams, including Retail, Corporate, Product, Marketing, IT, and Customer Service, to align on customer experience initiatives.
• Develop mechanisms to capture and analyse customer feedback, ensuring continuous improvement in service delivery.
• Provide training and support to employees to help them adapt to new digital systems and processes.

Testing:

• Design business test cases for System Integration Testing (SIT) and User Acceptance Testing (UAT).
• Develop UAT test plans that reflect real-life usage of the system ensuring that product meets business requirements and user expectations.

Regulatory & Compliance Alignment:

• Ensure customer engagement practices comply with data protection and privacy regulations such as GDPR and local banking policies.
• Work with Compliance and Risk teams to ensure ethical and secure handling of customer data.

Performance Monitoring & Reporting:

• Define KPIs to measure customer satisfaction, digital adoption rates, and engagement effectiveness.
• Provide insights and recommendations to senior management based on customer behaviour trends and feedback analysis.
• Maintain updated documentation and use tools like Jira and Confluence. 

Competencies and experience

Skills, Experience and Knowledge

• 7+ years of experience in retail banking or core banking systems.
• Strong knowledge of customer journey mapping, digital service transformation, and customer engagement strategies.
• Proven track record of being an active participant on large-scale digital transformation project.
• Excellent stakeholder management, project management, and analytical skills.

Key Competencies

• Expertise in customer experience management and digital transformation.
• Strong analytical and problem-solving skills.
• Knowledge of data privacy and customer protection regulations.
• Ability to manage customer engagement strategies across multiple digital platforms.
• Excellent collaboration and communication skills.

This role is critical in transforming customer interactions, optimizing digital service delivery, and enhancing overall satisfaction and engagement through innovative digital solutions. 

What we Offer

• ongoing personal development; 
• preferential interest rates on home loans, personal loans and home value loans; 
• comprehensive support for academic advancement through fully subsidized staff study loans; 
• private clinic health insurance coverage, extendable to dependants; 
• life insurance and personal accident cover; 
• free ophthalmic examinations; 
• private counselling sessions in collaboration with Richmond Foundation; 
• additional half-day leave for birthday celebrations; 
• annual performance appraisals and salary reviews; 
• €250 annual wellness allowance; 
• complimentary mammogram screenings for female employees aged over 40 and PSA screenings for male employees aged over 40; 
• flexible work arrangements (role permitting); and 
• various corporate discounts. 

BNF Bank plc is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.