Assistant Director, Customer Experience at The Social Health Authority (SHA)

Qualifications, Skills and Experience Required:

• Cumulative service period of twelve (12) years of relevant work experience, three (3) of which must be in the grade of Principal Corporate Communications Officer or a comparable position 
• Bachelor’s degree in Public Communication, Public Relations, Mass Communication, Marketing, or its equivalent qualification from a recognized institution.
• Master’s degree in Public Communication, Public Relations, Mass Communication, Marketing, or its equivalent qualification from a recognized institution.
• Certificate in Leadership Course lasting not less than four (4) weeks from a recognized institution.
• Member of a relevant professional body where applicable and in good standing.
• A valid practicing license where applicable from a recognized institution.
• Proficiency in computer application.
• Shown merit and ability as reflected in work performance and results.

Responsibilities:

• Developing, implementing, and reviewing policies, guidelines, regulations, and guidelines on customer experience.
• Monitoring the implementation of the Citizen Service Charter.
• Monitoring the implementation of departmental plans and strategies.
• Participating in the development of customer satisfaction survey tools.
• Onboarding SHA products to customers for their confident use of services.
• Gathering and analyzing customer feedback to identify areas for improvement and strategic decision-making.
• Customer Complaints Management and Resolutions.
• Maintaining relationships with various account holders/Accounts Management through the CRM system.
• Producing guidance to officers on SHA products.
• Creating and maintaining creative content for digital platforms.
• Managing communication infrastructure through reviewing the knowledge base.
• Ensuring continuous training of Customer experience officers for quality and consistency of service.
• Developing best practices in Customer experience strategies and managing the customer journey.
• Creating contributor awareness and encouraging responsible and informed contributor choice.
• Coordinating Customer Experience activities.
• Analyzing customer feedback reports for strategic decision-making.
• Monitoring and evaluating the work performance of subordinates.