CX Analyst, Customer Experience. at NCBA Group

The role is responsible for the consolidation of Customer Experience reports and insights generated from different teams within the Group for management and executive appreciation and addressing departmental requests on performance, timely and effective delivery of customer/operational analysis, and experience designs that underpin strategic change programs in the business.

Key Accountabilities (Duties and Responsibilities)

Financial 30% Risk Management:

• Ensuring all reports and activities comply with bank requirements in terms of rules policies and directives that eliminate any audit finding pertaining to established policies, processes, and tools to achieve optimal efficiency, compliance and cost containment.
• Minimization of exposures to and impact of risks associated with service provision in line with Bank policies, regulatory guidelines, and Consumer protection Act (Kenya) and any other consumer guidelines as guided by country of operations.
• Reduction of financial exposure by ensuring that open audit issues are resolved within the set timelines.

Internal business processes 45% Reporting: 

• Preparation of periodic global Customer Experience reports that consolidate insights from various customer touchpoints.
• Preparing dashboards of consolidated Customer Experience KPIs and SLA reports to provide a global view of the group’s performance against set KPIs.
• Tracking of key commitments and action by the group Customer Experience team to ensure that the team is meeting its key objectives.
• Working alongside CX colleagues to coordinate focused projects and activities with cross-functional teams, including defining key activities, identifying potential issues that may impact success, managing action items, and providing relevant and timely communications to key stakeholders
• Work with CX leaders to support building and maintaining our CX insights programs including survey programming and dashboard building
• Extract data from CX programs and other sources, as requested, and work with CX leader to display data in easily understandable format; synthesize data, and provide summary interpretations
• Create a variety of CX deliverables as assigned, such as monthly and quarterly insights reporting using data from existing programs, project documentation, scorecard updates, internal communications, and ad hoc presentations
• Assembling the data and insights, and with an enquiring mind start to formulate the story of the experience using data visualization (excel, PowerPoint and other tools) and documentation, or by creating/appending to a journey framework
• Assist the CX manager facilitating the workshop, helping attendees populate frameworks, supporting break out groups, maintaining work boards as required
• Document workshop outputs, curate digital library of CX assets and documents

Ideal Job Specifications

Academic:

• University degree Upper 2nd Class Honors or 3.0 GPA

Professional:

• Proficient in use of relevant MS Office applications and statistical packages.
• Great self-drive and meeting of deadlines.

Desired work experience:

• At least 1 years working experience in banking, preferably in a customer service role

Bank Core Value Behaviours (Performance Drivers)

• Open
• Trusted
• Responsive
• Driven

Technical Competencies

• Should possess the sound organizational and planning skills with a solid and attention to detail
• Problem solving skills
• Innovativeness and root cause analysis capability
• Knowledge on internal bank policies, strategies, processes and procedures to consistently achieve required Compliance Standards or benchmarks
• Planning and organizing skills for effective planning and execution of tasks and projects within timeframes and budget.
• Excellent written and oral communication skills.

Behavioural Competencies

• Ability to work independently, self-directed and solutions-oriented
• Energetic and engaging with passion directed at influencing great delivery of service
• Excellent interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance
• Quality orientation to ensure consistency in adhering and uphold performance standards for SLAs and quality of documentation.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
• Manage personal learning and development against personal develop plan