Head - Customer Experience - Branch Banking

- Develops the strategy to support and enable branches and ATMs to create the best possible experience for the banks customers

- Undertake Projects on improving customer experience across the Branch Banking touch point as per management needs and industry trends

- Provides the vision and resources that drive customer satisfaction, increase mind share and subsequently wallet share

This person will be responsible for augmenting the customer experience platform covering all Retail Branches & ATM channels

This person will focus on customer experience projects, service recognition programs and training and internal communication to shape mind sets and behaviours to improve and enhance the perceptions and experiences of customers and communities

- Develops and executes strategic employee communications and engagement plans designed to support key business and operational objectives, long-term goals, and projects related to the company's customer experience transformation for branch banking and ATM channels.

- Strengthens and develops new strategies for the use of data and analytics to assess the effectiveness of our customer experience in branches and ATMs. Utilizes results to refine and improve ongoing tactics and/or to identify opportunities to implement new methodologies.

- Acts as a Change Management agent and ensures customer communication and knowledge management initiatives and programs are flawlessly implemented and executed

- Responsible for all systems, content, processes and policy creation relating to increased customer satisfaction and eventually customer delight

- Governs implementation of risk-related policies and processes (operational, regulatory, financial, informational, reputational and audit risks) for the department, ensuring that that these meet regulatory and internal control requirements.

- Reviews implementation of the internal control systems in line with relevant operating procedures and regulatory requirements and takes corrective action based on audit findings.