Customer Experience Officer

• Assist in managing and monitoring the total customers’ experience bank wide
• Assist in developing winning service initiatives that enhance the customer’s experience bank wide like monthly publications, messages on birthdays & anniversaries etc.
• Identify processes that inhibit excellent service delivery for improvement
• Coordinating work with other functional areas in the bank in order to enhance the customer’s experience
• Assist in managing the customers’ experience and internal processes simultaneously
• Complement the banks’ products and service by delivering consistent, high quality customer experience
• Provide regular & proactive communication with customers and informing them of regulatory changes and other internal changes, which affect the operation of their account using technology as well as other sources
• Communicate proactively with customers by informing them of regulatory changes and other internal changes, which affect the operation of their account.
• Delivering excellent service at all touch points thereby leading to increased revenue growth through customer satisfaction, loyalty and referrals.
• Perform other duties as assigned by the Head, Customer Experience Management.

Job Requirements

• A good First Degree in any discipline.
• Relevant Master’s degree and professional qualification will be an added advantage.
• Must have 2-3 year's related experience in Total Quality Management/Customer Experience; at least 2 years’ experience in a Bank/Financial Institution.
• Excellent customer relationship development/management and Database management.