Manager: Customer Experience
Position Summary
Introduction
The Customer Experience Manager is the Champion of the Voice of the Customer and drives initiatives that result in excellent customer experience across all the internal and external touch points in the Bank. Designing and creating enabling frameworks for the delivery of desired customer experiences that are competitively differentiated. Defining, measuring and reporting on customer experience performance metrics to drive continuous improvement at all touch points. Designing and overseeing the integration of people, processes and technology disciplines to ensure the delivery of a “best in class” customer experience.
Job description
Key Performance Areas
1. Customer Experience Design
· Gain in-depth understanding of the entire customer journey with all areas that could influence customer experience for each customer segment.
2. Customer Experience Metrics and Benchmarking
· Define and implement key performance metrics that will enable the tracking and continuous improvement of service delivery to the customer.
3. Customer Experience Improvement
· Responsible for identifying, collecting and responding to customer experience improvement opportunities for all customer segments within the organisation.
4. Building Customer Relationships:
· Playing an important role in building and maintaining long-term relationships with customers.
5. Training and Development:
· Overseeing the training and development of back office and frontline staff to ensure they have the necessary skills and knowledge to deliver exceptional customer service.
6. Strategy
· Provide key inputs to the customer strategy.
7. Awareness and Education
· Act as the “Voice of the Customer” on all projects/initiatives to ensure they consider impact on customer experience.
8. Innovation
· Apply innovative thinking and continuous questioning of existing processes/systems with the intention of introducing differentiated customers experiences for the organisation.
9. Governance/Compliance
• Ensure compliance with all internal customer experience and customer service policies, processes and measures in order to protect the corporate image and reputation of the Bank’s brand;
Key Relationship Interfaces: (Relationships with key parties on work related issues)
Internal Relationships | External Relationships |
• All internal departments • Head Marketing & Corporate Communication Services | • Agencies • Service providers |
Minimum requirements
1. Job Specification
Qualifications | Bachelor’s Degree in Business Administration, Marketing, Communication or equivalent
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Experience | · Minimum of 5 years working experience in customer experience, customer service or related field within financial services · Experience of working in a marketing or brand management environment
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Disclaimer
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