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BE PART OF THE TEAM

 

Head of Customer Experience (1) / Customer Experience Department

Job Scope

We are seeking a dynamic and experienced candidate to lead our customer experience initiatives. The successful candidate will be responsible for developing and implementing strategies that foster a customer-centric culture throughout the organization. The ideal candidate should have a proven track record of delivering exceptional customer experiences, adept team leadership skills, and a history of driving tangible business results.

Responsibilities:

• Develop and execute a comprehensive customer experience strategy aligned with business goals.
• Build and lead a high-performing customer experience team.
• Ensure the voice of the customer is prominently represented at the highest organizational levels.
• Oversee and enhance the efficiency of the bank’s contact center for seamless and effective customer interactions.
• Monitor key performance indicators, such as Net Promoter Score (NPS®) and Customer Satisfaction (CSAT), continuously refining strategies to improve customer experience.
• Collaborate with cross-functional teams to align customer experience strategies with broader business outcomes, including revenue gains and cost savings.
• Stay abreast of emerging trends and best practices in customer experience and employee experience.
• Engage with other C-suite executives to ensure that customer experience initiatives align with overarching organizational goals.
• Handle customer complaints in an efficient and timely manner, working with the relevant departments to resolve issues and concerns.
• Analyze data related to complaints to identify trends or areas of improvement, and use this information to inform future strategies or initiatives designed to improve the overall customer experience.

Requirements:

• Bachelor’s degree in business administration, marketing, or a related field; Master’s degree preferred.
• 5+ years of experience in customer experience, employee experience, or a related field.
• Proven track record of delivering outstanding customer experiences and driving measurable business outcomes.
• Strong leadership skills with a demonstrated ability to build and lead high-performing teams.

 

 Documents required with application.

1. Curriculum Vitae (CV) / Resume,
2. Attested educational certificates,
3. National ID card copy,
4. Passport Size Photo
5. Police Report (validity less than 06 months)

 

Deadline

08 March 2024

Time: 14:30

Inquiries

Should you have any inquiries please send us an email to [email protected].

REMUNERATION

An attractive remuneration package will be offered to successful candidates commensurate with their experience and qualifications.

If you meet the above requirements and are keen to embark on an exciting and challenging career with us, please apply online using the button at the top.

 

Please note that only shortlisted candidates will be contacted to attend interview.

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