Posted By
Posted in
Banking & Finance
Job Code
1275243
Roles and Responsibilities :
- Create company-wide goals to improve customer experience
- Meet with top level executives and department heads to discuss potential plans and initiatives to implement
- Conduct research to find out more about customer behavior and preferences
- Build a streamlined customer experience across all departments
- Figure out ways to increase customer satisfaction and build brand loyalty
- Identify problem areas within the company and find solutions for them
- Network with company stakeholders and business leaders to develop better strategies for customer experience
- Collect and analyze data to make well informed business decisions
- Gather feedback, such as surveys, from customers to learn more about their experience with the company
- Motivate team members to meet company goals and push for success
- Employing best practice and the latest methodologies in the industry, to understand customer needs (internal and external customers). This pertains to all lines of business.
- Defining, spearheading and leading visionary and unique Customer Experience practices across all lines of business. These practices should ensure that customer receive optimal service levels across all touch-points of interaction with Bank.
- Initiating, designing and leading a Customer Experience Program and vision to the Management for Bank's journey of Customer Experience for the next 5 years; while ensuring this is seen through to effective execution.
- Ensuring that customer experience is standardized across the bank; across channels, segments and regions, in line with the developed Customer Experience Program.
Skills Required
- 15+ years in Banking or Financial Institutions or Fintech
- BS/BA in computer science, MIS, or related work experience
- An ability to lead and inspire a professional function across multiple business lines and employee levels.
- Proven communication skills to inspire and influence people at all levels, inside and outside the organization
- Proven influencing skills with Senior Executives, the media and Boards
- Experience across a range of consumer services
- Local market knowledge is a must
- The role holder will have a passion for the customer, driven by treating customers fairly, with a clear understanding for the customer experience and key customer metrics, with a strong track record of delivering successful product propositions and marketing in a retail Financial Services environment
- Advocate of driving continuous improvement from a Customer perspective
- Personal credibility building and sustaining mutual trust/influence with colleagues at all levels, based on sound judgement
- Expertise and role modelling of values. Self-motivated and results driven
- Commercial knowledge of the impact of Customer experience on Balance Sheets
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Posted By
Posted in
Banking & Finance
Job Code
1275243