Senior Customer Experience Manager at NATIONAL DEVELOPMENT BANK

ROLE ACTIVITIES

1. Customer Experience Strategy Development

Design and implement a comprehensive customer service and experience strategy across all channels (branches, contact centres, digital platforms).
Align CX initiatives with the institution’s overall business goals.

2. Team Leadership and Management

Lead, mentor, and manage the customer service teams to ensure high performance and adherence to service standards.
Develop training programs to equip staff with the necessary skills to provide excellent customer service.

3. Customer Feedback and Insights

Develop processes for collecting and analyzing customer feedback (e.g., surveys, complaints, social media).
Utilize feedback to drive continuous improvements in service delivery.

4. Cross-Functional Collaboration

Work closely with product, marketing, IT, and operations teams to ensure that customer needs are met across all touchpoints.
Collaborate with other departments to implement customer-centric innovations.

5. Customer Journey Mapping

Map customer journeys to identify pain points and opportunities for improving service delivery.
Implement corrective actions to streamline customer experiences.

6. Service Level Management

Develop and monitor customer service standards (KPIs like first response time, resolution time, Net Promoter Score (NPS), etc.).
Ensure service delivery is consistent across all channels, adhering to internal and external compliance.

7. Technology and Digital Solutions

Implement technology-driven solutions (e.g., CRM systems, chatbots) to enhance service efficiency and customer satisfaction.
Identify and integrate emerging technologies to optimize customer experiences.

8. Escalation Management

Handle high-level customer complaints and issues, providing resolutions and maintaining customer loyalty.

9. Reporting and Analytics

Develop regular reports on customer service performance and experience metrics.
Use data analytics to inform business decisions and enhance the customer experience.

QUALIFICATIONS AND EXPERIENCE

Bachelor’s degree in Business Administration, Marketing, Customer Experience, or related fields;
An advanced degree (MBA or equivalent) is preferred;
Certifications in Customer Service Management, Customer Experience (CX) management, or relevant fields;
Proficiency in customer service software (CRM systems), data analysis tools, and digital communication platforms;
8 years of experience in customer experience, sales, or relationship management within the financial services industry.
Proven track record of success in a senior customer experience or sales role, with demonstrated experience in leading teams;
Experience in managing and developing a team of customer experience professionals;
Strong background in strategic planning and execution, with a focus on achieving customer experience growth;
In-depth knowledge of the financial services industry, including market trends, competitive dynamics, and regulatory environment;
Extensive experience managing relationships with high-value clients and developing strategies to enhance customer satisfaction and retention;
Proven ability to engage with senior executives and decision-makers within client organizations.