Consultant Gig #686-TURKEY-Customer Experience Programme–Programme Manager

The Programme Manager will be working with the ICG Engagement Lead (Programme Director), supporting the establishment of a major customer experience programme that will aid the transformation of the bank into a customer-centred organisation.

The programme of work is likely to include insight to understand the Needs of the Customers, benchmarking of CX operations and organisational re-structuring. The programme is expected to recommend and implement a more customer-focussed operating model which will transform the bank’s approach to delivering its products and services to its customers.
Programme Manager
The successful professional will have likely been directly involved in operational transformation programmes in financial services organisations and/or have remediation programme expertise. Experience and a detailed understanding of Islamic banking practice is essential, as is complete fluency in Turkish. The successful candidate is likely to be already based in Turkey.
Due to the nature of the programme, they will have experience in various areas across the financial services and regulatory environment combined with superior program management capability in highly complex organisations. 

 Specific experience in the following areas is required, with a referenceable track record of/proven expertise in:

  • Islamic banking regulation understanding
  • ability to work across a complex enterprise with numerous stakeholders
  • attention to detail and the highest quality of execution
  • highly developed issue and risk management skills
  • an internal and external audit mindset
  • controls and business processing skills
  • strong communications (oral and written) and interviewing skills
  • must speak fluent Turkish
  • customer first mindset
  • retail and business banking product, service, and process expertise
  • be a team player


  • Start Date: August 2020
  • Duration:  initially as a 3-month programme, for 3-4 days per week with potential 9-month extension.
  • Location: Istanbul/remote-based role (Covid-19 dependent) 
  • Rate: The gross daily rate will be c.500USD, based on candidate experience level and fit and finalised with the client upon selection.
  • Closes: 17/06/20, 5pm UK -18/6/20, 2am AEST