Head, Customer Experience at United Bank for Africa (UBA) Kenya

The Position:

Reporting to the Country Managing Director and Group Head Customer Experience administratively, this position is responsible for driving the adoption and implementation of the banks’ Customer Experience strategy/initiative within the country of supervision, which is both locally owned and led, but centered on the delivery of the group’s customer experience vision, having a robust accountability framework. This role is accountable for pulling together and reporting on all CX projects and driving continuous improvement of all initiatives that impact on Customer Experience in the country of supervision.

Key Responsibilities:

• Driving the various CX improvement initiatives and ensure compliance with Customer Experience standards as defined by Group Office.
• Identify Customer Experience innovations for Rest of Africa and ensure implementation
• Monitor and track process efficiency and provide customer experience reports on country performance across defined metrics
• Manage the customer feedback management process and ensure implementation of recommendations
• Enforcing Enterprise SLA's and sanctions management and advocate for Customer 1st in every consideration of business and service delivery
• Champion opportunities to consistently Improve the UBA customer experience and Test new strategies for driving customer value optimization
• Identify Customer Experience failures across people, process and technology and drive service initiatives to implement process improvement
• Champion the development of Customer Journey mapping and implementation across all touchpoints
• Continuously improve experience across all customer touch points and ensure business policy is updated to accommodate any changes

Key Performance Indicators

• 100% execution of CX functions
• 100% execution ad hoc assignments
• Generate process change and drive the improvement of processes and metricsforbetter customer experience
• Develop and deliver innovative strategies that will structure an improved Customer Experience of the future that meets the bank’s CX objectives
• Maintain High Customer Satisfaction Rating
• Top 3 in KPMG BICSS Customer satisfaction index in country of supervision

The Person:

For the above position, the successful applicant should have the following:

Education Requirements

• Bachelor’s degree in any discipline
• Professional Certifications in relevant fields

Experience

• Minimum of five (5) years’ work experience.
• Insight orientated understanding of complex data trends and using these to inform CX improvement & innovation

Knowledge

• Change management experience gained within a large/complex operational business environment
• Product Knowledge and Experience
• Deep understanding of Customer Experience and the emerging trends, strategies, and capabilities across all channels
• Ability to optimize or redesign process flows to meet project requirements

Key Skills

• Talent to communicate – both verbal and written with technical and non-technical audiences alike
• Leadership Skills
• Outstanding customer and people relationship skills
• Good use of Microsoft Office Suite especially Excel and PowerPoint.
• Result and action-oriented
• Action driven focused on making all Customer Team initiatives practical for the front-line and driving these to successful conclusions
• Innovative thinking