Customer Experience Manager Job Dec 2021

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About the job

Are you a go getter, positive minded individual who fits the role profile captured below? There is an opportunity for ambitious, self-driven individuals to fill the above position.

Reporting to: Head, Service Excellence .

Job Purpose:

The job holder will take a lead in driving a “customer first” culture while managing the strategic delivery of Customer Experience initiatives across all Bank customer touch points, Channels, Business Units and implement collaborative action plans geared towards enhancing customer centricity. S/he will be responsible for implementing and operationalizing the customer experience strategy in line with the Bank’s strategic objectives.

Key Responsibilities:

  • Drive a customer centric culture by continuously engaging with the various teams and empower them to deliver top of class experiences to the customers.
  • Position customer experience as a key lever to drive customer retention while embedding customer centricity.
  • Constantly innovate to drive leading customer experiences to ensure that the Bank becomes a reputed leader in creating the best & most consistent customer experiences.
  • Guide and support business process re-engineering and alignment to Customer Experience initiatives.
  • Develop customer journey mapping capability and manage required improvements identified through customer journey maps to implementation.
  • Own performance measurement and tracking of adherence to the defined customer service experience Service Level Agreements.
  • Leverage on data analytics to understand customer behaviour while driving customer experience improvement initiatives.
  • Support in service delivery automation and digitization to drive customer convenience through system implementation that include CRM, amongst others.
  • Continuously reducing pain areas for the customers, through working closely with other functions including IT, Finance, Marketing to ensure delivery of the brand promise.
  • Build capabilities in team to continuously improve at every touch point of customer to build trust, engage & enhance the experience of the customer.
  • Identify mission critical customer experience management focus for the bank’s delivery channels, benchmark best service practices to support business performance and enhance customer satisfaction.
  • Ensure compliance with the Bank’s policies, procedures and customer experience standards, ensuring necessary controls are in place and required audits and verification carried out.
  • Ensuring Full compliance to customer related regulatory requirements including Customer Protection, Treating Customers Fairly, Data Protection and Anti Money Laundering laws.
  • Maintain effective training programs within the bank to ensure customer experience within the bank is maintained at a high level standard.

Key Competencies and Attributes

  • High level of integrity.
  • Customer Journey Mapping and Process Re-engineering experience.
  • Proven experience in team management, supervision or leadership within a customer facing environment, including performance management, people development, coaching or mentoring experience.
  • Ability to develop productive working relationships and achieve results with deadlines.
  • Have excellent communication as well as interpersonal and public relations and interpersonal skills.
  • Possess Strong analytical, interpretative, report writing and presentation skills.
  • Sound IT proficiency and demonstrable exposure to a computerized working environment
  • Ability to work within tight deadlines and pressure without compromising accuracy.
  • Management & leadership of processes for continuous improvement of customer experience.
  • Have strong people leadership skills, exemplary customer service experience, & great at identifying operational improvements.
  • Track record of using data to inform business decisions


  • Bachelor’s degree in a relevant field.
  • Experience in customer service in the financial services industry is a plus.
  • Professional marketing/ Business Development qualifications.
  • Have strong customer service orientation/experience.
  • A minimum of 8 years’ relevant work experience 3 of which must have been in management in service industry.

How To Apply

ALL applicants MUST apply online to the email;  [email protected] ; closing date is  20th Dec 2021 . Canvassing will automatically disqualify the candidate. Only shortlisted candidates will be contacted.

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