APS Bank Voice of the Customer Manager Scott Lee Holloway recently became the first recipient of the Certified Customer Experience Professional (CCXP) credential in Malta, the bank announced on Tuesday.

The CCXP, issued by the Customer Experience Professionals Association (CXPA), is described as the “most globally recognised” customer experience certification in the industry. It evaluates an individual’s experience, knowledge, skills, and competency based on a set of job-related criteria.

Founded in 2011, the CXPA is a global non-profit organisation dedicated to the advancement and cultivation of the customer experience profession. Its mission is to support professionals in the area to “share, learn, inspire, and grow” throughout their entire career. It has evolved from a start-up association of 60 members in Boston, United States, to a global organisation with more than 3,000 members across over 70 countries.

Commenting on Mr Holloway’s milestone, APS Bank Chief Strategy Officer Liana DeBattista said: “Achieving such certification is quite an accomplishment, and an attestation to our continued investment in a customer-first strategy and the training and development of our employees.”

She remarked that Mr Holloway leads the bank’s Voice of the Customer team and APS Bank is “truly proud” of his achievement, together with his “consistent efforts” to improve its customer experience.

Mr Holloway first joined APS Bank in 2019 as Voice of the Customer Officer, he was promoted to his present position just a year and a half later. As Voice of the Customer Manager, he is responsible for customer experience, feedback, and complaints.

APS Bank is one of Malta’s oldest banks and is a leading provider of financial services, offering personal, business and investments solutions. It is also licensed as an investment services firm, registered as a tied insurance intermediary. The bank’s distribution channels include a network of branches and ATMs that are complemented by an electronic banking platform that serves its retail and commercial customer base.