Offre d'emploi: HEAD CUSTOMER EXPERIENCE

Under the direct supervision of the Managing Director of the affiliate and the functional one of the cluster Head of customer Experience, the Head of Customer Experience of the affiliate will have to manage and take awnership of the group strategy of transforming Customer Experience while ensuring locality that customer expectations as well as the bank’s business objectives are aligned.

Key Responsability:

• Drive and own the Customer Experience strategy and execution roadmap/govern the end-to-end strategy to ensure accountability for result;
• lead customer experience governance forums to drive advancement of customer experience strategy though developing relevant agendas, coordination with stakeholders across the organisation and driving implementation of the actions agreed upon by these forum;
• facilitate the implementation of leading practice strategies, and processes to support a best-in-class customer experience across all units in the affiliate;
• manage strategic priorities for the affiliate as it relates to customer experience;
• advocate for customer-centric business decision-making in the affiliate;
• identify areas for improvement in business processes and technology;
• ensure the delivery of excellent customer experience in accordance with the bank’s vision and leading-practice across the affiliate;
• apply design thinking in mapping and creating seamless customer journeys across the Bank’s channels;
• drive the institution of metrics that measure customer experience and engagement along all touch points within the affiliate;
• ensure in-depth complaint analysis and root-cause resolution effort to help identy opportunities that bring substantial improvments to customer experience by reducing drivers of complaints across products, processes and policies.

JOB PROFIL:

• Strong negociation and relationship management skills with ability to create support and buy-in across a wide range of stakeholders;
• strong analystical, problem solving and conflict resolution skills;
• proven leadership/supervisory and people management skills;
• strong written and communication skills, conceptual ability and ability to work well with stakeholders or all levels;
• experience or exposure to analytical tools such as power BI, Tableau;
• proficiency in Microsoft Excel, Word, Power Point and other relevants tools;
• Expert ability to build and maintain project schedules using Microsoft Project;
• multi language speaker would be a plus.