Client Experience Officer (m/f/x)

July 5, 2024

Client Experience Officer (m/f/x)


  • Permanent
  • PT-Lisboa
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About the job

    • The Client Experience Officer is part of the Client Experience (CX) team and of the broader international Digital Office team in Global Banking (GB), geographically spread between Lisbon, Paris, Brussels and London
    • The role of the Client Experience (CX) team is to deliver a smooth, seamless and harmonized client experience across all touchpoints and at all stages of the user journey, by delivering a top notch UX design and aligning it with Client’s needs through listening and analysing Client’s feedback with the aim to increase satisfaction, loyalty and advocacy

Your Main Activities Are

    • Support the deployment of new digital services/ functionalities in Centric & other platforms
    • Act as a 2nd level of support for Centric platform by providing ad-hoc troubleshooting, operational and technical support when needed
    • Handle the team mailbox and resolve Client queries in a timely and accurate manner and follow up with the respective teams to ensure resolution
    • Have a comprehensive understanding about Centric & other platforms enablement processes and flows and identify opportunities for improvement
    • Collect Client feedback across the different touchpoints in order to identify Client’s needs and opportunities for improvement and take proactive steps to address them to maintain positive experiences 
    • Document and keep accurate records of enablement workflows, support models, training manuals and other processes for Centric & other platforms
    • Train and educate teams on a Client-centric approach and best practices to foster a Client focused culture across the bank
    • Monitor and report on key performance indicators (KPIs) related to customer experience

Profile and Skills to Success

    • Masters Degree in Business Administration / Marketing / Communications or related
    • At least 3 years of experience in Project Management/Consulting or on a Client-facing/ Client service role
    • Advanced level of English, both written and oral
    • Knowledge in MS Office Pack
    • Attention to detail / rigor
    • Ability to deliver / results driven
    • Ability to collaborate / teamwork
    • Communication skills, both written and oral
    • Creativity and innovation / problem solving
    • Client focused
    • Organisational skills


Why joining BNP Paribas?

· Leading banking institution

BNP Paribas is a leader in the Eurozone, and a prominent international banking institution with strong roots in Europe’s banking history. It has a presence in 65 countries, with around 190 000 Employees – including more than 145 000 in Europe.

· Our presence in Portugal

Since 1985, BNP Paribas was one of the first foreign banks to operate in the country. Today, the Group has around 7.100 employees across several entities operating directly in the territory, offering a wide range of integrated financial solutions to support its clients and their businesses.

· International reach

Thanks to its international presence and regular and close collaboration among its different entities, BNP Paribas has the resources to support all clients with financing, investment, savings and protection solutions that help make their projects a success. BNP Paribas holds key positions in its three core operating divisions:

    • Retail Banking, a division that brings together all of the Group’s retail activities and specialised business lines
    • Investment & Protection Services that include specialised businesses offering a wide range of savings, investment and protection services.
    • Corporate & Institutional Banking division that offers tailored financial solutions for corporate and institutional client.

· Diversity and Inclusion commitment

BNP Paribas is an equal opportunity employer and proud to provide equal employment opportunity to all job seekers. We are actively committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity/paternity, race, religion or belief, sex or sexual orientation. Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency, which in turn increase performance and productivity. We strive to reflect the society we live in, while keeping with the image of our clients.

· Commitment towards work/life balance

At BNP Paribas we care about our employees wellbeing and promote a culture of good integration between work and rest. We believe our employees have rich personal lives outside of work, being fundamental to be disconnected from work to recharge both physically and mentally. Only through this balance we may all be at our best while working.

· Remote Working Conditions

At BNP Paribas, we embrace a Smart Working framework based on trust, autonomy and collaboration. Within this framework, eligible employees can benefit from flexible remote working modalities adapted to our hybrid working environment. To guarantee a comfortable and efficient working set-up, eligible employees are provided with both the office and home equipment, are entitled to an equipment allowance and can benefit from exclusive partnerships to purchase additional equipment at reduced prices.

To find out more on why you should join BNP Paribas visit

* Please note that only applications submitted in English will be considered.

* In case you are selected for this role, further documentation will be requested to support your hiring process.

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