The role holder will be responsible for the integration of CX with business operations, driving service excellence, satisfaction, and loyalty while reducing churn. This role champions CX standards, process optimization, and change management, ensuring consistent communication and engagement strategies aligned with organizational goals, reporting to the Head of Customer Experience & Communication.
Key Accountabilities
Leadership & Team Development
- Provide strategic leadership and direction to the Customer Experience Business Partners (CXBPs), ensuring alignment with overall CX goals.
- Foster a high-performance culture through coaching, mentoring, and capacity building.
- Champion employee engagement and development initiatives to enhance team capability and drive accountability for customer experience outcomes.
CX Strategy Execution & Continuous Improvement
- Drive the execution of the bank’s customer experience strategy across all touchpoints.
- Leverage customer insights, feedback, and performance data to identify pain points and implement targeted improvement initiatives.
- Collaborate with business units to embed customer-centric thinking and ensure delivery of seamless, consistent, and delightful experiences.
Service Performance Monitoring & Analytics
- Oversee tracking of key CXBP performance indicators, including customer satisfaction, response times, resolution rates, and loyalty metrics.
- Utilize data-driven insights to inform decision-making, set benchmarks, and proactively address performance gaps in collaboration with CXBPs and business units.
Process Excellence & Operational Efficiency
- Champion the review, redesign, and optimization of service delivery processes with a focus on efficiency, scalability, and customer impact.
- Identify and resolve operational bottlenecks and work cross-functionally to implement fit-for-purpose solutions that enhance the end-to-end customer journey.
Escalation & Crisis Management
- Serve as a senior escalation point for complex and high-impact customer issues, ensuring timely resolution and long-term corrective actions.
Stakeholder Engagement & CX Advocacy
- Championing CX priorities and aligning them with strategic business objectives.
- Build strong relationships with internal stakeholders, drive adoption of CX best practices, and lead to change management and communication initiatives that support a customer-first culture across the bank.
Qualifications
Education and experience
- Bachelor's degree in a business-related field.
- A master’s degree is an added advantage.
- Minimum of 12 years’ experience in Banking or financial institution, with a minimum of 5+ years in management capacity.
- A track record of developing & implementing customer experience initiatives, and improved outcomes in Service Operations.
- Experience of leading teams and championing cultural change
- Knowledgeable about service operations, customer experience management, CX Metrics performance analysis and escalation management.
- Demonstrated ability to ensure customers' needs are met effectively, and the organization maintains a positive reputation among its customers and stakeholders.
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