Customer Experience

Level 1

Test library / All tests / Customer Experience

This assessment evaluates a candidate’s ability to design, deliver, and continuously improve customer experience strategies in a banking environment.

It tests both strategic thinking and practical decision-making through realistic, scenario-based questions that cover journey mapping, service recovery, cross-functional collaboration, client communication, and compliance integration.

The questions require a balance of client-first thinking and operational feasibility, ensuring that only candidates with hands-on banking CX expertise can achieve top scores.

Designed to access

Customer journey design and optimisation
Cross-functional coordination and communication alignment
Service recovery and complaint resolution
Data-driven CX improvement and client feedback integration
Regulatory and compliance considerations within CX initiatives

Use this test to hire for

Customer Experience Manager
Client Service Manager
Customer Journey Manager
CX Programme Manager
Service Excellence Lead

Duration 10 minutes
Languages English
Level Beginner / Level 1

Question

A major corporate client has complained about repeated requests for the same KYC documents across different departments. Which change best resolves the issue while maintaining compliance?

Select ONE answer

Reduce the list of required documents for large clients only
Assign one dedicated relationship manager for each document request
Store copies in each department’s own records for faster reference
Centralise all KYC data into a single system accessible by authorised teams

Question

During account onboarding for high-value clients, you find the process takes longer than industry benchmarks. Which improvement balances speed and risk management?

Select ONE answer

Skip manual checks for clients with existing banking relationships
Use pre-verified corporate registries and targeted manual checks
Require clients to submit full documentation for every new account
Outsource the entire onboarding process to a third-party vendor

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