Customer Experience Officer

• Education: B.Sc. (any discipline) 
• Specialized knowledge: Good use of the Microsoft Office suites
• Skills: Writing, Analytical and Problem Solving
• Specialized knowledge: Knowledge of basic products and services in the banking industry 
• Abilities: Customer Service Orientation 

• Education: B.Sc. (any discipline) 
• Specialized knowledge: Good use of the Microsoft Office suites
• Skills: Writing, Analytical and Problem Solving
• Specialized knowledge: Knowledge of basic products and services in the banking industry 
• Abilities: Customer Service Orientation 

Job Summary

• To assess all customer touch points, identify gaps for service improvement initiatives and ensure behavioral standards are adhered to.

Duties

• Carry out periodic customer satisfaction and service quality index surveys (for both internal and external customers) and recommend appropriate trainings and development programs based on identified gaps.
• Engage stakeholders on identified service challenges (i.e., feedback from measurement reports) and run periodic campaign to communicate service measurement attributes across Branches and SBUs. 
• Carry out research assessment and implementation of industry best practices and initiatives to drive continuous service improvement. 
• Obtain and analyze data from all service measurement tools (Check Market, Microsoft Forms, Customer Feedback and Service Level Agreements etc. 
• Create curriculum and training slides for service excellence training bank wide for frontline staff (operators and marketers). 
• Facilitate customer experience training for new intakes - Branch Service Associate (BSA). 
• Conduct periodic service audit (Spot Check) across the Bank’s physical touchpoint (Branch). 
• Review Mystery Shopping Grid and videos sent by external vendors to capture findings, justifications for ratings, underlined gaps and recommendations.
• Conception, initiation, and execution of customer experience initiatives. 
• Ensure timely delivery of review and report of Spot Check and Branch Visitation exercises. 
• Liaise with Business Process Re-engineering team to ensure all service improvement processes are reviewed and documented. 
• Engage relevant stakeholders on all service gaps/infractions recommendation/implementation of improvements initiatives /sanctions/rewards as required.