This is a full-time, on-site role based in Phnom Penh for a Head of Product Development and Customer Experience. The role involves leading product development initiatives, conducting market research, managing product innovation processes, and overseeing a team responsible for delivering exceptional customer experiences. The incumbent will collaborate with cross-functional teams to align products and services with market trends and customer needs while meeting sales and growth objectives.

· Drive Product Innovation: Plan and implement the development and continuous improvement of credit products, deposit products, lending policies, payment solutions, remittances, and other customer-centric services.

· Lead Digital & Tech Integration: Spearhead the development of IT systems and sales support tools (including Business Performance Management - BPM) to enhance operational efficiency and sales effectiveness.

· Ensure Seamless Omnichannel Experience: Collaborate with the Digital Banking Division to design and deploy products across digital channels while ensuring smooth online-to-offline customer journeys.

· Cross-Functional Collaboration: Work closely with branches, Risk Management, and other departments to implement training, deploy new products, gather feedback, and continuously refine offerings.

· Risk & Compliance Excellence: Partner with Risk Management to develop robust policies, procedures, and guidelines covering product risk, early warning systems, debt recovery, and collateral management.

· Marketing & Promotion: Design and execute impactful marketing programs to promote products and services across the entire banking network.

· Operational Excellence: Work with stakeholders to optimize product operational processes and ensure smooth implementation.

· Capability Building: Deliver engaging product training and mentoring

• Strong analytical skills and proficiency in Market Research and data-driven decision-making
• Experience in Research and Development (R&D) and expertise in product innovation
• Proven ability in Team Management and leadership to drive high-performing teams
• Familiarity with Sales strategies and proven track record of achieving business growth targets
• Strategic thinking and a customer-focused approach to develop impactful solutions
• Strong communication and interpersonal skills to collaborate across various departments
• Minimum of a bachelor’s degree in Business Administration, Marketing, or a related field; an MBA is a plus
• Experience in banking or financial services industry is highly desirable