Customer Experience Manager-Finserve at Equity Bank Kenya

Job Perspective and Output

Financial Perspective

• Implement Customer Experience initiatives to improve operational efficiency and recommend innovative solutions to achieve operational effectiveness and promote implementation of Industry best practices
• Supervise and manage project team members, work streams and vendors to ensure projects are delivered within defined budget, scope and timeline on Customer Experience and other assigned projects.
• Translate overarching bank strategies into CRM system workflows as it relates to sales pipeline management, customer account management, ongoing campaign and customer analytics to drive revenue earning opportunities and maximize customer lifetime value strategies
• Design and implement a customer management framework that consistently drives business value from all customers through retention and growth

Customer Journeys Perspective

• Apply a customer-centric lens to programs and advocate the "customer" view to identify opportunities to improve key customer interactions and customer metrics while balancing the need to achieve business value proposition.
• Identify and prioritize customer experience issues and drive recommended initiatives for resolution by collaborating with project teams, business partners & senior management.
• Identify process-related customer issues and channel recommendations to the Business Process Improvement team for implementation and change management.
• Design intentional cross-channel customer experiences for projects using knowledge of human centered design, design thinking methods, service/user design principles & tools such as journey maps, personas, interaction models & scenarios.
• Manage and coordinate projects through the entire lifecycle from Start-up to Benefits Review to ensure key deliverables are met and adherence to governance, documentation, timelines, budget, scope, reporting, and quality assurance
• Create CRM strategy/roadmap across the bank and make recommendations on new features/ enhancements and workflows to achieve optimal system functionality for Sales and Service Management
• Collaborate with internal departments and stakeholders to implement the CRM system roadmap to support the overall strategy through continuous training and upskilling of users
• Track product uptake & utilization across all channels to increase customer loyalty and revenue through integrated journey maps that deliver on the emotional value of transacting.

Customer Perspective

• Implement and maintain customer centric journeys across all products in line with changing customer expectations and ensure they are operationalized in all customer facing business systems
• Develop metrics to ensure Customer Experience improvement implementations are successfully measured and efforts are attached to improved Customer Satisfaction and NPS
• Coordinate with internal departments and stakeholders to maximise CRM usage for customer engagement and data analytics

Learning and growth Perspective

• Continuously obtain training to improve relevant skills for delivery of Business Expectations
• Recommendation of department specific training to the Learning & Development team

Qualifications

Ideal Job Specifications

• Degree
• Project Management Certification/ Customer Experience Certification
• 6+ of experience in Services industry handling customer experience or operational roles
• 3+ years of experience in service design, user-centred design or process reengineering.
• Experience in Project Management dealing in product/process development and system implementation.
• High level of understanding of customer journeys, systems in the service industry with practical experience in the use of CRMs and other mobile money software
• Interpersonal skills to create and maintain relevant business networks; and to effectively communicate with and manage stakeholders who impact performance.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
• Proactive, confident, energetic and able to work under pressure with a positive attitude; excellent interpersonal skills and good decision making skills