Your key responsibilities are: You will shape and develop the global CX intelligence discipline within the CoE CX; Design, code, experiment and implement models and algorithms to maximize customer experience and business outcomes; Organize and manage various datasets around CX; Clarify the underlying analytical models and relations to overall business performance, execute quantitative (and qualitative) analysis to create relevance for tribes, customer service teams, and front office colleagues; Link insights from customer surveys (NPS, CSAT, CES) to descriptive data throughout the customer journey to drive the development of new and improved journeys resolving customer pain points; Through advanced and fitting customer data analytics, you will identify and prioritize key drivers, root causes and opportunities to better serve and delight customers. Context – Chief Transformation Office: Leading the Digital Transformation When launching the WB Growth Strategy, a new business unit, Chief Transformation Office (CTO), reporting to Head of Wholesale Banking, has been created to lead and accelerate change in three key areas: i) leading the Digital Transformation to improve the digital experience of our colleagues and our clients and future proof our organization, ii) ensuring our current product range responds to our customers’ needs and our portfolio is efficiently updated when needs are changing and iii) executing an effective originate to distribute strategy to optimize our capital allocation.