Head of Customer Experience (Group) at First Capital Bank Zambia

Operational ContextFMBcapital Holdings (FMBCH) operates a multi-country banking network across six markets, supported by a hybrid model comprising:• First Capital Shared Services Limited (FCSSL), Mauritius – responsible for core processing and infrastructure• Country operations – responsible for local executionAs the Group scales, a key priority is to ensure that our customer receive a consistent, seamless and differentiating experience. Role Mandate• The Head of Customer Experience is accountable for designing and continuously improving the end-to-end customer experience acros…