Reporting to the Head of Customer Relations, the role is a change, engagement and implementation arm of the customer experience unit that defines, engages departments, tracks, and follows through the implementation of SLAs and customer experience standards using the service revolution framework across the bank for an improved target NPS. The role also supervises and provides direction to the Quality Assurance Analyst.

KEY ACCOUNTABILITIES:

• Incorporates customer journeys/voice of customer into products, solutions and service design for enhanced customer experience across the Bank.  
• Evaluate the performance of customer value propositions and drive desired actions from agreed interventions.
• Formulates the channel service framework and supervises its implementation by departmental and channel service management.
• Highlights gaps at frontline by interviewing key frontline facing roles.
•  Builds capability of key resources by training across the network, on the job, from gaps or during induction. Recommends and executes the customer experience rewards and recognitions budget.
• Assesses resourcing requirements in the unit and coordinates with Head Customer experience and Human Resources in the placement of resources to support major customer impacting interventions during complaints resolution or root cause elimination.
• Achieve customer retention by supervising the seamless execution of related activities of the outbound Call Centre and between departments, as coordinated by the Quality Assurance Officer.
• Executes service revolution activities between departments and branches aligning with heads of departments on recommended ideas and changes for implementation.
• Initiates customer engagement sessions, holds continuous improvement sessions at department, region and branch for actions implementation. Continuously communicates with all areas of the bank to uphold alignment and calibration.
• Initiates the service newsletters working closely with the Communications manager to promote and support the delivery of our customer experience agenda.
• Highlights and escalates customer insights by department on changing needs and pain points to drive improvement.
• Supervise service providers used in customer experience enablement to deliver work to the agreed standards.

KNOWLEDGE, SKILLS, AND EXPERIENCE REQUIRED:

• Bachelor’s Degree in Business Administration, Marketing or another relevant field.
• Level one lean process improvement will be an added advantage.
• At least seven years’ experience within front line service delivery in a commercial environment two of which should be in a supervisory capacity.
• Data management and analytics – effective and efficient management of Business-related data in an accurate manner.
• Effective business communication and leadership skills.
• Good planning and organization skills to implement plans consistent with customer experience strategy.
• Client account management knowledge of complaints handling frameworks, processes and tools.
• Knowledge of applicable laws and regulations such as Financial Consumer Protections Guidelines.
• Strong focus on customer service and attention to detail in maintaining quality service.
• Customer oriented.
• A driven person that strives for excellence.
• Ability to motivate and drive improvement.
• Builds collaborative partnerships; identifies opportunities and builds solutions by collaboration.
• Effective communication and presentation skills. (both verbal and written).
• Assertive and able to handle conflict.
• Creative and analytical to propose improvement initiatives or to analyze improvements proposed.
• Excellent time management skills with proven skills in multi-tasking since the role is deadline driven.