The ideal candidate will drive its customer experience function by formulating the Bank’s Customer experience strategy and managing the interactions between the customer and the Bank throughout the customer lifecycle as well as optimizing interactions from the customer's viewpoint to facilitate loyalty.
This role will be a core part of the Customer Experience and Value Management team, charged with the responsibility of developing and delivering the Bank’s customer retention strategy.
Specific responsibilities amongst others include :
Developing and managing relationships with key internal and external stakeholders including Retail Banking, Wholesale Banking, Digital Banking, Treasury, Branches, Regulators, IT vendors and operations to achieve customer experience objectives or correct customer experience failures
Designing and executing strategies aimed at re-engineering customer facing processes, with focus on time, quality of interactions and cost
Developing technological / digital interfaces for enhancement of the customer experience in alliance with the digital / IT verticals
Developing analytics and framework for governance and business reviews, making proposals for enhancing customer experience
Driving challenging quantitative and qualitative analyses of customer feedback, journeys and pain points using leading research practices and analytics procedures
Head, Customer Experience
Minimum of ten (10) years’ work experience with 3-5 years of leading customer experience management teams across FMCGs, Telecoms, Banking, Insurance, Fintech and other related sectors
A Bachelor’s degree and an MBA in any advanced degree
Exceptional experience in managing / leading the customer experience vertically, demonstrating ability to create a longer term strategic shift in client engagement and customer loyalty
Demonstrated success in developing innovative solutions and resolving bottle-necks within eco-systems
Prior experience setting up processes for monitoring and assessing experience on various customer interfaces, including digital channels
Tested entrepreneurial skills with the ability to conceptualize and re-engineer processes within large organizations
Interested candidates should submit application on or before close of business on Friday 30th March, 2018. Only short-listed candidates will be contacted.