Customer Experience Senior Officer

Job Purpose

Assist in planning, tracking, managing, and enhancing customer experiences across all customer touchpoints through identifying customer needs, addressing customer feedback, and collaborating with internal departments to optimize customer service and enhance brand equity.

Key Accountabilities

Customer Experience: 

•Identify customer needs and support head of function in planning and taking proactive steps to maintain positive experiences.

•Collaborate with Contact Center, Branch Network, Digital banking, IT, Marketing, and sales teams to enhance customer service & brand equity.

•Align customer experience strategies with marketing initiatives to inform customers about new and existing product features and benefits.

•Support all touchpoints in responding to customer queries in a timely and effective manner, via phone, face-to-face, email, social media, or other relevant applications and updating and unifying customer scripts across all channels.

•Use feedback to detect & prioritize pain points and execute actionable plans for overcoming these pains, while, reviewing/ monitoring, the progress of customer experience plans and share updates with Head of function.

Feedback Management :

•Support Head of Function in setting criteria for measuring customer service against CX strategic objectives and setting benchmarks and KPIs.

•Conduct customer surveys to measure satisfaction rate and NPS and measure feedback from surveys and compare to previous results and KPIs.

•Share survey results with all relevant functions and develop action plans related to survey outcomes and follow-up with all involved functions on action plan for addressing feedback, pain points & the root causes, with clear dates and owners.

Processes Optimization:

•Support in digitization of bank processes to best support customer needs and continuously work on shortening TAT and continuously work on process optimization in line with overall bank strategy and direction.

Culture Enhancement :

•Support in spreading a customer experience culture across the organization such as Products team & HR in developing ongoing tests and mechanisms to evaluate product knowledge and service levels.

•Celebrate success through recognition programs for rewarding best CX practices and service stars.

Education

Experience

• At least 2 years of experience in customer experience or customer support role.
• Experience in a customer facing role for 5 years.
• Experience in gathering and interpreting customer experience data.
• Experience in managing agency relations and budgets.

Knowledge & Skills:

• Knowledge of online customer engagement platforms and channels.
• Proficiency in MS Office, as well as CX and/or CRM software.
• Strong interpersonal skills and a client-centered approach.
• strong organizational and time management abilities.
• Strong communication, collaboration, and problem-solving skills.
• Strategic planning
• Negotiation skills
• Strong interpersonal skills

Competencies & Skills