Customer Experience Design Senior Manager About us In Piraeus our purpose is to be a pillar of stability for the Greek economy, to fuel growth and to promote innovation. We aim our footprint in society to be positive and lasting, for the benefit of our customers, our people, our shareholders and society at large, fully reflecting our values. In this way we express in practice our will to: create value in all we do, challenge the frontiers, enthuse our customers and build relationships of trust. Piraeus offers a full range of financial products and services to 4.5mn customers, representing the leading Bank in Greece in terms of customer loans and deposits. In 2025, Piraeus was recognized at the Euromoney Awards for Excellence as Europe’s Best Bank for Corporate Social Responsibility, Greece’s Best Bank for ESG, and Greece’s Best Digital Bank, reflecting our ongoing commitment to responsible banking, sustainability, and digital transformation About the Role We are looking for a Customer Experience Design Senior Manager who will be at the heart of our customer-centric transformation journey. At Piraeus, we believe that every interaction matters — and this role ensures our customers not only remain engaged with us but also thrive with us. As a CX innovator, you will design and orchestrate frameworks that elevate customer journeys, transform feedback into action, and translate data into stories that shape strategy. From leading the end-to-end NPS program to embedding CX principles across the Bank, your work will directly influence how millions of customers experience Piraeus every day. If you are passionate of creating impactful experiences, have the courage to challenge the status quo, and thrive at the intersection of data, empathy, and strategy, this role is for you. Responsibilities • Architect and continuously evolve CX measurement frameworks that go beyond surveys — shaping how we listen, learn, and act on customer feedback. • Lead the design and delivery of relationship and transactional NPS programs across all critical touchpoints. • Partner with Data & BI teams to transform dashboards into real-time storytelling tools that guide decision-making. • Analyze trends and root causes, turning insights into customer-focused strategies that drive loyalty and advocacy. • Collaborate with senior leaders and business units to ensure follow-up plans are implemented with impact. • Champion a customer-first culture, embedding design thinking principles across the Bank. Qualifications • Master’s in Business, Marketing, Economics, or related field; a Master’s is a plus. • 5+ years of experience in Customer Experience, Voice of Customer, or Insights roles (banking/fintech/service industries). • Proven track record in survey design, journey mapping, and touchpoint optimization. • Hands-on experience with CX platforms (e.g., Medallia, Qualtrics) and CRM/survey automation tools. • Analytical, creative, and proactive mindset with strong storytelling skills. • Ability to balance strategic vision with hands-on execution in fast-paced environments. What's In It For You In our bank it is a top priority to provide a modern work environment, where all our employees can perform and grow. As an employee of Piraeus Bank, you will be part of an organization that: • Holds a leading position in the Greek economy and maintains a robust presence in the community • Instills a workplace culture that embraces open communication, respect, inclusion and equal opportunities • Offers a competitive remuneration package, private health insurance program and other benefits for both employees and their families • Provides a challenging working environment that values accountability and celebrates high performance by implementing appropriate incentives • Empowers personal - career development and continuous learning while encouraging creative thinking and innovation • Provides an all-bank wellbeing program, fostering initiatives that enhance physical, mental & emotional health • Provides digital technologies and tools that fully support new ways of working and flexible working options, while communicate regularly and effectively All applications will be treated with confidentiality.