Officer, Process Improvement, Customer Experience

BRAC Bank PLC is building the future of banking in Bangladesh through trust, innovation, and inclusion. As a values-based financial institution, the bank empowers customers and businesses with responsible financial solutions while upholding the highest standards of compliance, governance and transparency. For professionals, BRAC Bank offers a platform where performance, integrity, and innovation thrive together.

The bank is seeking a qualified and purpose-driven professional for the following position within its Customer Experience Department:

PURPOSE OF THE JOB:

The role will drive operational excellence by diagnosing, designing and optimizing end-to-end business processes. It bridges the gap between customer experience (CX), digital product design (UI/UX) and operational efficiency. The ideal candidate will leverage data analytics, Lean methodologies and cross-functional collaboration to minimize costs, reduce turnaround time (TAT) and accelerate digital transformation across branch and digital channels.

JOB GRADE: OG-II

KEY RESPONSIBILITIES:

Process Optimization & Operational Excellence

• Conduct comprehensive process diagnostics, gap analyses and benchmarking studies against industry best practices to eliminate operational inefficiencies.
• Design, simulate and implement standard operating procedures (SOPs), automated workflows and robust process frameworks to optimize business performance.
• Monitor and analyse Service Level Agreements (SLAs) and turnaround times (TATs), implementing corrective actions to elevate service delivery.
• Perform regular post-implementation reviews and continuous improvement cycles (PDCA/Kaizen) to ensure sustainable results.

Digital Transformation & UI/UX Strategy

• Collaborate closely with Product and IT teams to champion digital transformation initiatives and seamlessly integrate new technologies.
• Review, test and optimize user interface and user experience (UI/UX) wireframes for internal applications, corporate websites and digital touchpoints to maximize user adoption.
• Validate automated communications, such as system-generated SMS and email notifications, to ensure brand alignment, clarity and compliance.

Service Quality, Branding & Compliance

• Conduct regular branch service audits and inspections to monitor service quality, identify branding gaps and maintain high standards across the physical customer experience.
• Manage compliance with regulatory and statutory reporting requirements, including Citizen Charter frameworks and public service commitment disclosures.
• Analyse customer feedback metrics (NPS and CSAT) and operational data to forecast service trends and propose proactive, customer-centric initiatives.

Stakeholder Management & Culture Building

• Partner with cross-functional divisions, including IT, Marketing, Human Resources and Operations, to align process engineering with overarching business objectives.
• Facilitate change-management workshops, User Acceptance Testing (UAT) and training sessions to drive the smooth adoption of newly engineered workflows.
• Provide counselling and coaching to branch employees based on service-quality metrics to build a culture focused on cost minimization, digitalization and exceptional CX.

JOB REQUIREMENTS & QUALIFICATIONS:

Education: A bachelor’s degree in business administration, engineering, computer science or a related field. An MBA or specialized degree in operations management will be an advantage.

Experience: Two to five years of proven experience in process improvement, service quality, UI/UX analysis or operations, ideally within the banking, financial services or fintech sector.

Technical Skills:

• Proficiency in process-mapping tools, such as Microsoft Visio.
• Familiarity with UI/UX prototyping tools, such as Figma and Adobe XD, and User Acceptance Testing (UAT) processes.
• Strong data analytics capabilities using Excel, Power BI or SQL.

Application Deadline: September 28, 2026

BRAC Bank is a values-driven organization that prioritizes the protection of all its stakeholders, including coworkers and the community we work in, from harassment, abuse, neglect, exploitation, and discrimination. As an equal opportunity enabler, BRAC Bank encourages applications from any gender-diverse individuals and persons living with a disability. We consider personal persuasion to be a disqualification of candidature.

Only short-listed candidates will be communicated for the next stage as per the recruitment process. BRAC Bank reserves the right to accept or reject any application without assigning any reason whatsoever.

BRAC Bank does not charge any fee at any stage of the recruitment process.

Application Deadline: September 29, 2026