Customer Experience Manager-Sp6

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

Gain in-depth understanding of the entire customer journey with all areas that could influence customer experience for each customer segment.

2. Customer Experience Metrics and Benchmarking

Define and implement key performance metrics that will enable the tracking and continuous improvement of service delivery to the customer.

3. Customer Experience Improvement

Responsible for identifying, collecting and responding to customer experience improvement opportunities for all customer segments within the organisation.

4. Building Customer Relationships:

Playing an important role in building and maintaining long-term relationships with customers.

5. Training and Development:

Overseeing the training and development of back office and frontline staff to ensure they have the necessary skills and knowledge to deliver exceptional customer service.

6. Strategy

Provide key inputs to the customer strategy.

7. Awareness and Education

Act as the Voice of the Customer on all projects/initiatives to ensure they consider impact on customer experience.

8. Innovation

Apply innovative thinking and continuous questioning of existing processes/systems with the intention of introducing differentiated customers experiences for the organisation.

9. Governance/Compliance

Ensure compliance with all internal customer experience and customer service policies, processes and measures in order to protect the corporate image and reputation of the Banks brand;

Key Relationship Interfaces: (Relationships with key parties on work related issues)

Internal Relationships

External Relationships

All internal departments

Head Marketing & Corporate Communication Services

Agencies

Service providers

Minimum requirements

1. Job Specification

Qualifications

Bachelors Degree in Business Administration, Marketing, Communication or equivalent

Experience

Minimum of 5 years working experience in customer experience, customer service or related field within financial services

Experience of working in a marketing or brand management environment