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KEY ACCOUNTABILITIES:

• Incorporates customer journeys/voice of customer into products, solutions and service design for enhanced customer experience across the Bank.
• Evaluate the performance of customer value propositions and drive desired actions from agreed interventions.
• Formulates the channel service framework and supervises its implementation by departmental and channel service management.
• Highlights gaps at frontline by interviewing key frontline facing roles.
•  Builds capability of key resources by training across the network, on the job, from gaps or during induction. Recommends and executes the customer experience rewards and recognitions budget.
• Assesses resourcing requirements in the unit and coordinates with Head Customer experience and Human Resources in the placement of resources to support major customer impacting interventions during complaints resolution or root cause elimination.
• Achieve customer retention by supervising the seamless execution of related activities of the outbound Call Centre and between departments, as coordinated by the Quality Assurance Officer.
• Executes service revolution activities between departments and branches aligning with heads of departments on recommended ideas and changes for implementation.
• Initiates customer engagement sessions, holds continuous improvement sessions at department, region and branch for actions implementation. Continuously communicates with all areas of the bank to uphold alignment and calibration.
• Initiates the service newsletters working closely with the Communications manager to promote and support the delivery of our customer experience agenda.
• Highlights and escalates customer insights by department on changing needs and pain points to drive improvement.
• Supervise service providers used in customer experience enablement to deliver work to the agreed standards.