Job Summary:
Assist in planning, tracking, managing, and enhancing customer experiences across all customer touchpoints through identifying customer needs, addressing customer feedback, and collaborating with internal departments to optimize customer service and enhance brand equity.
Job Responsibilities:
- Support in tracking customer experiences across online and offline channels and touchpoints.
- Identify customer needs and support head of function in planning and taking proactive steps to maintain positive experiences.
- Collaborate with Contact Center, Branch Network, Digital banking, IT, Marketing, and sales teams to enhance customer service & brand equity.
- Analyze customer feedback received from all channels and prepare reports.
- Use feedback to detect & prioritize pain points and execute actionable plans for overcoming these pains.
- Continuously provide support on process optimization in line with overall bank strategy and direction.
- Support in reducing the number of complaints and minimizing customer attrition related to frontline.
- Support Head of Function in setting criteria for measuring customer service against CX strategic objectives, set benchmarks and KPIs.
- Conduct customer surveys to measure satisfaction rate and NPS.
- Measure feedback from surveys and compare to previous results and KPIs.
- Share survey results with all relevant functions and develop action plans related to survey outcomes.
- Support in spreading a customer experience culture across the organization.
- Coordinate with Internal Communication and HR on staff engagement annual plan and related initiatives.
- Celebrate success through recognition programs for rewarding best CX practices and service stars.
- Support in designing, simulating, and implementing desired CX standards for Teller, CSO, CSS in branches.
- Monitor branch performance through regular visits and develop reports on service standards and areas for development.
- Share reports per branch and follow-up on required actions with respective branch managers.
- Handle relationships with various stakeholders internally and externally to effectively implement business plans.
- Support multi-stakeholder planning processes and cross-team projects to desired results.
Job Qualifications:
- Bachelor’s degree in business administration, Economics, Finance, or a related field from reputable university.
- Minimum 5 years of experience in customer experience or customer support role.
- Strong interpersonal skills and a client-centered approach.
- Experience in gathering and interpreting customer data.
- Experience in managing & executing projects.
- Knowledge of online customer engagement platforms and channels
