Mô tả công việc

Job Description

• Lead VPBank’s 3-year Customer-Centric Transformation & Hyper-Personalization Program, owning roadmap, execution, governance, risks, dependencies, and benefits realization.
• Establish a customer-centric operating model, shifting decision-making from product-centric to customer-centric and defining journey ownership, KPIs, and decision rights.
• Drive measurable business outcomes across engagement, activation, cross-sell, retention, digital adoption, CLV, and revenue.
• Manage and prioritize the Customer Journey Portfolio, balancing quick wins with long-term capability building.
• Integrate initiatives across Data, AI, CRM, Martech, Digital Banking, Technology, CX, and Operations.
• Lead organization-wide change management, embed customer-centric culture, and build internal transformation capabilities.
• Manage senior relationships with consultants, technology partners, and vendors to ensure effective execution.
• Establish robust program governance, including performance, risk, AI/data governance, privacy, compliance, and customer trust.
• Mobilize and lead cross-functional delivery squads across Business, Marketing, Data, Technology, Risk, Operations, and CX.
• Build sustainable AI-driven personalization, journey orchestration, and Customer Intelligence capabilities, ensuring VPBank can continue the transformation independently

Yêu cầu công việc

Requirements

• 15+ years of experience in Financial Services, preferably Retail/Digital Banking, CX, Strategy, Transformation, or Advanced Analytics.
• Proven track record leading large-scale, bank-wide transformation programs from strategy through execution and adoption.
• Strong hands-on experience in Hyper-Personalization, Customer-Centricity, Next Best Action, Customer Journey, CRM, Digital Sales, or AI-driven Customer Engagement.
• Experience delivering and scaling transformation initiatives, beyond advisory/consulting roles.
• Strong understanding of Retail Banking economics, digital channels, branch/RM models, product P&L, and customer lifecycle management.
• Experience applying AI, Data & Analytics to drive commercial and customer outcomes; familiarity with Customer 360, personalization, decisioning, CRM, Martech, and AI-enabled operating models.
• Proven ability to work with CEO, C-suite, Board, and senior business/technology leaders and influence decisions in complex matrix organizations.
• Strong executive presence, strategic thinking, and ability to translate complex transformation topics into clear business actions.
• Experience in APAC banking markets is strongly preferred.