VP of Customer Lifecycle

Company Description Standard Bank is expanding its presence in Egypt, one of Africa’s most dynamic investment destinations, supported by macroeconomic reforms and resilient financial institutions. The country has attracted significant foreign direct investment and strong backing from global partners, contributing to currency stabilization, strengthened reserves, and renewed investor confidence. Recent positive credit outlooks reflect this momentum and the robustness of Egypt’s economic environment. As a systemically important market in the Middle East and North Africa, Egypt offers Standard Bank strategic opportunities to grow its franchise, connect trade flows across Africa, and serve clients operating at the intersection of regional and global markets.
Role Description The VP of Customer Lifecycle is a full-time remote role responsible for designing and executing end-to-end customer lifecycle strategies for Standard Bank Egypt. This position oversees customer journey mapping, ensures consistent service standards across touchpoints, and drives initiatives to improve acquisition, onboarding, engagement, retention, and loyalty. The role includes leading customer experience programs, collaborating with contact center operations, and using data-driven insights to refine customer interactions and satisfaction levels. The VP will partner with cross-functional teams such as product, digital, marketing, and operations to align customer lifecycle initiatives with business goals and regulatory requirements. This role also involves setting performance metrics, monitoring customer feedback, and presenting clear reporting and recommendations to senior leadership.
Qualifications
Strong customer-focused skills, including Customer Satisfaction, Customer Service, and Customer Experience.
Advanced Analytical Skills with the ability to interpret customer data, segment populations, and translate insights into actionable strategies.
Experience managing Contact Centers or customer operations teams, including performance management and quality assurance.
Proven leadership experience in customer lifecycle management, customer experience, or related fields within financial services or comparable regulated industries.
Excellent communication, stakeholder management, and influencing skills, with experience working across cross-functional and remote teams.
Strategic mindset with a track record of driving measurable improvements in customer outcomes and business performance.
Bachelor’s degree in Business, Finance, Marketing, or a related field; an advanced degree (MBA or equivalent) is an advantage.
Familiarity with digital banking, CRM platforms, customer analytics tools, and contemporary customer experience methodologies.

Work arrangement
No