Head, Client Experience - (2100026552) at Standard Chartered Bank Kenya

Job Purpose

• The Head of Client Experience (CX) primary function is to formulate and drive the CX strategic direction, deep expertise, research insights, tools and techniques to engage the customers, stay relevant and design for future.
• A “challenge accepted” attitude is a must have in this fast-paced environment.

The Role Responsibilities

Culture & CX Strategy

• Formulate compelling CX strategy and drive it’s execution wile aligning to the Group CX Strategy.
• Develop strong, productive relationships across the organization that foster cultural transformation, collaboration, and best practice sharing.
• Unify organization in driving excellence in client experience.
• Support training of staff to embed client centricity.

Design Thinking

• Manage the Design Thinking Centre of Excellence on all aspects of Design Thinking, including interviewing, requirements gathering, empathy mapping, brainstorming, storyboarding and feedback loops.
• Identify gaps and opportunities in the service and product offerings and support development of a clear roadmap for enhancements and expansions through customer journey, competitors, and external environment analysis.
• Drive deeper understanding of what good digital experience is and use data-driven methods to enhance client digital engagement.
• Stay abreast with trends and best practices and share knowledge with agile teams.
• Strengthen the agile and design thinking curriculum and deliver it, as a trainer, mentor and coach in a way that is easy and inspiring to absorb and adopt.

Communications & Engagement

• Proactively build and cultivate strong internal and external customer relationships to establish engagement models for ensuring delivery of quality client experience communications in alignment with expectations.
• Develop and advance the strategy and voice for CX.
• Leverage proven employee engagement tools and channels to support greater education and awareness of client centricity.
• Capability to think on your feet, be hugely creative, cajole, encourage, and negotiate all at the same time.
• Use measurement tools to assess the impact of communications programs to refine activities
• Ability to tell a compelling story

Research & Insights

• Co-create and research, user flows, wireframes, designs, journey maps, and execution metrics using your own CX depth and delivery experience to assess risks and continuously raising the bar across all CX dimensions.
• Ability to synthesize feedback from multiple areas (usability testing, customer feedback, runtime usage metrics, etc.) to discover customer insights and optimize current and new experiences.
• Key player in supporting teams who are innovating and developing leading edge technology solutions.
• Craft discussion guides, research plans, and research read out reports.

Governance

• Organise and facilitate the running of the monthly Client Experience Forums, bi-monthly Mini CX meetings and relevant off sites.
• Ensure all CX related KPIs are met.
• Track and report CX initiatives.
• Assist in non-core activities as needed.
• Ensure CX control environment is met and all audits are above established and above.

People & Development

• Develop and implement CX employees to attract, retain, and grow talent.
• Lead through example and build the appropriate culture and values. 
• Ensure the provision of ongoing training and development of people.
• Ensure full succession plans exist and are robust for all members.
• Foster career development and growth paths for design and research leaders while sourcing, attracting, and hiring in the best talent

Our Ideal Candidate

• Degree from a reputable institution with at least 10 years of relevant experience; experience in both technical and business areas leading teams to deliver cutting edge client experiences.
• Significant experience working in a highly regulated environment, while focused on what’s possible with new technologies in CX.
• Experience delivering people change/diversity/culture improvement programs required.
• High energy, can-do attitude, very strong sense of ownership and desire to succeed with commensurate analytical and strategic skills. Able to get things done in a fast-paced environment.
• Is confident and will roll-up his/her sleeves to drive success.
• Be transparent and open around what doesn’t work and what does, while quickly pivoting to the next best.