Customer Experience Manager job at National Social Security Fund (NSSF) | Apply Now

Responsibilities:

• Development and execution of member Customer Experience strategies that will ensure the achievement of the 95% Customer Service Index.

• Develop and manage relationships with key stakeholders to facilitate the achievement of departmental and organizational objectives.

• Assess your performance and seek feedback to improve it.

• Train, coach and supervise subordinates to achieve high performance in the department.

• Collaborate with other departments within the fund to achieve organizational objectives and develop a culture of collaboration within the section.

• Measure Customer Experience across all critical touch points, i.e., Walk in and e-channels whilst driving traffic to ubiquitous service offerings in line with the Customer Experience Strategy and Service Level Agreements

• Oversee quality assurance within the Customer Experience frontiers to ensure experience guidelines and standards are documented, and communicated.

• Drive efficiencies within the operation at no increment in the cost of service per customer.

• Forecast requirements, budget, schedule expenditures, analyze variances and initiate corrective actions.

• Participate in organization committees like evaluation, benefits payment improvement committee etc. as requested,

• Champion the annual customer event to ensure delivery makes an impact on our member base in a manner that is sustainable.

• Visit Branch Offices to assess client service levels and recommend improvements.

• Facilitate the development of a high-performance culture by effectively communicating and cascading organizational goals, managing team performance and providing feedback to improve performance.