Job Purpose: The role holder is responsible for formulation & delivery of the Customer Experience Strategy through cross –functional buy-in, direction & development of a fully integrated and seamless customer experience model driven by four channels (business Units, Phone, Email & social media) to improve our customer satisfaction and eliminate customer pain points and dissatisfaction causes.

Main Responsibilities:

• Ensure satisfaction and loyalty of customers by creating positive experiences that lead to long-lasting customer satisfaction.
• Develop & deliver the Customer Excellence Strategy through engagement with stakeholders/ business units.
• Communication & entrenchment of the customer Excellence Charter and standards across all customer touchpoints.

Together with Stakeholders drive the development of best practice life cycle management Strategy & Model for all Customers segments.

• Drive the implementation of initiatives to improve Customer Excellence & Overall Customer Delight Index.
• Drive an overall approach to reducing customer dissatisfaction leading to inactivity by exhausting available avenues to ensure the customers do not churn from the business.
• Advisory to senior management on service improvement, benchmark surveys and learning, customer excellence policy development, standards and procedures development and service feedback reviews.
• Overall management of the Customer Excellence services across the BPR Bank branch network and Head office units, including Call center, to ensure superior customer experience offering to all bank customers both internal and external.
• People Management – Building and developing teams
• Stakeholder Management
• Enforcement of compliance with the Consumer Protection regulations and compensation of customers who suffer financial losses due to disruption of service as per policy.

Daily Responsibilities:

• Carry out root cause management for continuous service improvement.
• Support products roll out internally & externally
• Overse Periodic (weekly and Monthly) compliance to set service standards.
• Taking the pulse of customer satisfaction levels through sampling of inbound customer calls to determine any emerging trends that may point to gaps in service and causing timely interventions.

Educational qualifications and work experience:

• University Degree preferably in business/finance/accounting Professional Certification – Customer Experience Training, Corporate Communications
• 6 years of progressive experience in a service-related division of a commercial environment, and customer service

• Ensure satisfaction and loyalty of customers by creating positive experiences that lead to long-lasting customer satisfaction.
• Develop & deliver the Customer Excellence Strategy through engagement with stakeholders/ business units.
• Communication & entrenchment of the customer Excellence Charter and standards across all customer touchpoints.
• Drive the implementation of initiatives to improve Customer Excellence & Overall Customer Delight Index.
• Drive an overall approach to reducing customer dissatisfaction leading to inactivity by exhausting available avenues to ensure the customers do not churn from the business.
• Advisory to senior management on service improvement, benchmark surveys and learning, customer excellence policy development, standards and procedures development and service feedback reviews.
• Overall management of the Customer Excellence services across the BPR Bank branch network and Head office units, including Call center, to ensure superior customer experience offering to all bank customers both internal and external.
• People Management – Building and developing teams
• Stakeholder Management
• Enforcement of compliance with the Consumer Protection regulations and compensation of customers who suffer financial losses due to disruption of service as per policy.

• University Degree preferably in business/finance/accounting
• Professional Certification – Customer Experience Training, Corporate Communications
• 6 years of progressive experience in a service-related division of a commercial environment, and customer service