Customer Experience Manager-Sp6
Capricorn Group Limited - namibia
13 days ago
Customer Experience Manager-SP6
Listing reference: capbg_000053
Listing status: Online
Apply by: 27 September 2024
Position summary
Introduction
The Customer Experience Manager is the Champion of the Voice of the Customer and drives initiatives that result in excellent customer experience across all the internal and external touch points in the Bank. Designing and creating enabling frameworks for the delivery of desired customer experiences that are competitively differentiated. Defining, measuring and reporting on customer experience performance metrics to drive continuous improvement at all touch points. Designing and overseeing the integration of people, processes and technology disciplines to ensure the delivery of a best in class customer experience.
Job description
Key Performance Areas
1. Customer Experience Design
2. Customer Experience Metrics and Benchmarking
3. Customer Experience Improvement
4. Building Customer Relationships:
5. Training and Development:
6. Strategy
7. Awareness and Education
8. Innovation
9. Governance/Compliance
Key Relationship Interfaces: (Relationships with key parties on work related issues)
Internal Relationships
External Relationships
Minimum requirements
1. Job Specification
Qualifications
Bachelors Degree in Business Administration, Marketing, Communication or equivalent
Experience