Head Customer Experience at National Bank of Kenya

Reporting to the Director Marketing, Corporate Communication & Customer Experience, the role holder will be responsible for continuously identifying customer needs against the background of industry trends and a competitive market space, design & champion customer experiences and products while overseeing management of service delivery SLAs, contact center, channels and customer touch points that will help delight, attract and retain customers.

Key Responsibilities:

•    Develop and own the customer experience strategy to execute roadmaps across multiple distribution channels and/or product partnerships.
•    Build and execute plans and detailed requirements for multiple consumer segments in an omni-channel / cross-channel / live / and digital environment, with a deep understanding and the strategic know-how of how those experiences translate across and within consumer interaction points.
•    Determine the impact and success of the Bank's products and services in the market and across the user base; track and report on measurable statistics that are key indicators of success, using both quantitative and qualitative techniques.
•    Develop and execute Contact Centre Strategies and plans and effectively oversee Contact Centre operations.
•    Create processes and integrate voice of the customer insights into cross-functional action plans; represent the voice of the customer throughout product & services lifecycle.
•    Develop clear understanding of the market opportunity, target customers, positioning, a competitive analysis, and the go-to-market plan including customer-centric visualizations of product & Services roadmap.
•    Monitor TAT on various Operational processes and enforce adherence while continuously reviewing and benchmarking service delivery experience including SLAs to be above in the market space.
•    Identify the people, process, and technology capabilities required to deliver desired customer experiences in the Bank.
•    Create scorecards/dashboards/ target metrics for monitoring and assessing Customer Experience programs and impact to the Bank’s bottom line.

The Person

•    For the above position, the successful applicant should have the following:
•    University degree in Business Management, Social Sciences or its equivalent from a recognized institution.
•    Post Graduate degree in Business Management or Social Sciences.
•    Diploma in Marketing or Customer Service.
•    Customer Service certification.
•    A minimum of eight (8) years of Customer experience exposure, five (5) of which must be in a Senior Management position.
•    Proven and extensive track record of driving Customer experience, from Retail Banking, Corporate Banking, Telecoms or hospitality industry.
•    Experience in managing Contact Centre operations.
•    Demonstrated Leadership capacity and ability to operate at Senior Management Level.