BE PART OF THE TEAM
HEAD OF CUSTOMER EXPERIENCE (1)
Job Scope
The ideal candidate will be responsible for crafting and implementing a customer experience strategy that reflects the Bank’s commitment to Shari’ah principles while ensuring customer satisfaction and loyalty. This role will lead efforts to enhance the customer journey across all channels by driving service excellence, streamlining processes, and enhancing overall customer interactions.
Key Responsibilities
· Identify, develop, and execute a comprehensive customer experience policy in alignment with the Bank’s objectives, focusing on delivering exceptional service across all touchpoints.
· Build, mentor, and lead a high-performing customer experience team, cultivating a culture of service excellence and continuous improvement.
· Act as the primary advocate for customer service delivery teams to operate efficiently, providing customer-focused support and resolving issues promptly while maintaining the highest standards of service quality.
· Oversee the contact center and complaints management function, ensuring complaints are addressed effectively and promptly.
· Utilize metrics such as Customer Satisfaction (CSAT) and Net Promote Score (NPS) to monitor and optimize customer experience.
· Work closely with various departments to integrate customer-centric initiatives into product development and service delivery.
· Stay informed on trends and innovations in both the Islamic banking sector and customer experience, leveraging insights to maintain the bank’s competitive advantage.
· Lead the design and delivery of customer-centric training programs focused on customer service.
· Address complex and escalated customer complaints in a timely manner, ensuring solutions are delivered effectively and respectfully.
· Identify areas of improvement in the customer journey by analyzing feedback and operational data, implementing strategies to improve efficiency and satisfaction.
· Work closely with C-suite executives to ensure customer experience initiatives are integrated into the organization’s overall strategy.
· Examine complaint data to identify patterns and opportunities for improvement, leveraging insights to shape future strategies that improve the overall customer experience.
· Benchmark, monitor, report, and drive continuous improvement in the overall customer experience through structured frameworks and actionable insights.
Requirements
• Master’s degree in business administration, Marketing or a related field with minimum 3 years’ experience in customer service or a related field, including at least 2 years in a managerial role or similar capacity OR,
• Bachelor’s degree in business administration, Marketing or a related field with minimum 5 years’ experience in customer service or a related field including at least 3 years in a managerial role or similar capacity
• Demonstrated ability to lead and motivate teams to deliver outstanding customer service and achieve organizational objectives.
• Strong analytical and problem-solving skills, with the ability to interpret customer insights and data to shape strategic decisions.
• Excellent communication and interpersonal skills, with the ability to collaborate across departments and effectively influence senior leadership.
• A customer-centric approach with the ability to balance customer satisfaction and loyalty with business priorities and goals.
Documents required with application.
1. Curriculum Vitae (CV) / Resume,
2. Attested educational certificates,
3. National ID card copy,
4. Passport Size Photo
5. Police Report (validity less than 06 months)
Deadline:
Date: 17th December 2024
Time: 14:30
Inquiries
Should you have any inquiries please send us an email to [email protected].
REMUNERATION
An attractive remuneration package will be offered to successful candidates commensurate with their experience and qualifications.
If you meet the above requirements and are keen to embark on an exciting and challenging career with us, please apply online using the button at the top.
Please note that only shortlisted candidates will be contacted to attend interview.