Customer Experience Manager

Job Purpose

Develop and lead the implementation of an innovative customer service strategy that delivers a consistent, seamless and trusted customer experience through the different channels across the Bank, to create competitive advantage and ultimately drive revenue growth.

Key Responsibilities

• To develop and deliver the Banks customer service strategy, to improve the customer experience, process excellence, achieve the Banks objectives and deliver the Banks brand promise.
• Managing the customer experience across all banking channels and inter functional to deliver high levels of service.
• Developing and delivering the Banks customer service strategy, to improve the customer experience, in order to achieve the Banks objectives and deliver the Banks brand promise.
• Outlining “the journey” to achieve the customer experience vision including key landmarks and measures of success. Incorporating and addressing the root cause of recurrent customer complaints\queries.
• Responsible for improving customer satisfaction, customer segmentation and retention objectives.
• Designing, establishing, and implementing a systematic framework that proactively solicits, anticipates, receives, and assimilates the “Voice of the Customer” across all touch points to identify customers’ critical priorities.
• Leading the development and implementation of new customer service propositions that ensure customer growth, customer satisfaction and drive cross functional experience reliability in key customer touch points whilst minimizing the disruption to the existing business.
• Championing the developing of a stronger “customer obsession” mind set & culture within the business, ensuring that all employees are consistent in their understanding of what their contribution is to the customer experience.
• Manage customer relationships and continuously improve on the same in order to create customer loyalty.
• Evaluate service delivery channels and processes and implement strategies to address service gaps.