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Kampala, Uganda

Full-time

Deadline: 

December 11, 2023 at 2:00:00 PM

About the Organisation

Uganda Development Bank Limited (UDB) is the country’s national Development Finance Institution (DFI) with a mandate to accelerate socio-economic development in Uganda through sustainable financial interventions. Consistent with this mandate, the Bank supports projects within the private sector that demonstrate potential to deliver high socio-economic value, in terms of job creation, improved production output, tax contribution and foreign exchange generation, among other outcomes.

Job Title

Manager Customer Experience job at Uganda Development Bank Ltd

Job Description

The Manager Customer Experience is responsible for leading and managing the customer experience strategy and initiatives at Uganda Development Bank Ltd.

Duties and Responsibilities

  • The Manager Customer Experience is responsible for leading and managing the customer experience strategy and initiatives at Uganda Development Bank Ltd. The main duties of this role include:

  • Developing and implementing a customer experience vision, framework and roadmap that aligns with the bank's strategic objectives and values.

  • Establishing and monitoring customer experience metrics, feedback channels and improvement actions across all touchpoints and segments.

  • Driving a customer-centric culture and mindset across the organization through training, communication and recognition programs.

  • Collaborating with internal and external stakeholders to identify and address customer pain points, expectations and opportunities.

  • Managing the customer experience budget and resources, ensuring optimal allocation and utilization.

  • Evaluating and reporting on the impact and effectiveness of customer experience initiatives, providing insights and recommendations for continuous improvement.

Qualifications and Competencies

  • A bachelor's degree in business administration, marketing, communication or a related field. A master's degree is an added advantage.

  • At least five years of experience in customer experience management, preferably in the banking or financial services sector.

  • Proven track record of designing and delivering customer experience strategies and programs that enhance customer satisfaction, loyalty and retention.

  • Strong leadership, communication and interpersonal skills, with the ability to influence and engage diverse stakeholders at all levels.

  • Analytical, creative and problem-solving skills, with the ability to use data and insights to drive decision making and innovation.

  • Proficient in Microsoft Office applications and customer experience tools and platforms.

How to Apply

interested candidates should apply on-line using the job application form availed on the website www.udbl.co.ug, updated CV and attach copies of their certified academic documents by 12.00noon, on Monday 11th December 2023
UDBL is an equal opportunity employer.
Only shortlisted candidates will be contacted.

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