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)