HEAD of CUSTOMER EXPERIENCE
- Duties and Responsibilities
- Develop and implement a comprehensive customer experience strategy aligned with the bank's objectives.
- Identify and address key areas for improvement in the customer journey.
- Ensure cross-functional alignment and execution of customer experience initiatives.
- Utilize customer feedback, data analytics, and market research to gain insights into customer preferences and behaviours.
- Identify trends and opportunities to enhance the customer experience and drive engagement.
- Establish mechanisms for gathering and analyzing customer feedback to continuously improve services and products.
- Develop training programmes and initiatives to empower employees to deliver exceptional customer service.
- Foster a customer-centric culture throughout the organization.
- Recognize and reward employees who demonstrate commitment to delivering outstanding customer experiences.
Academic and Professional Qualifications
- Bachelor's degree in Business Administration, Marketing, or a related field. Master's degree preferred.
- Professional certification in customer experience management or related areas will be an added advantage.
Work Experience
- At least 7 years of experience in a customer experience or related role (out of which at least 5 years in a senior managerial position)
- Proven track record of developing and implementing successful customer experience strategies.
- Experience in utilizing customer feedback, data analytics, and market research to drive actionable insights.
- Demonstrated ability to lead and inspire cross-functional teams.
Core Competencies
- Strong strategic thinking and analytical skills.
- Excellent communication and interpersonal abilities.
- Leadership qualities with a focus on empowering and motivating teams.
- Customer-centric mindset with a passion for delivering exceptional experiences.
- Ability to thrive in a fast-paced and dynamic environment.
If you are passionate about driving customer-centric initiatives and shaping the future of banking experiences, we invite you to join our team as the Head of Customer Experience. Apply now to be part of a dynamic organization committed to innovation and customer satisfaction.
Deadline : 05th May 2024