Customer Experience Manager at a Digital Bank – The People Practice Full Time

Job Title: Customer Experience Manager

Location: Lagos
Employment Type: Full-time

Job Description

• Our client is looking to hire a Customer Experience Manager who will play a pivotal role in ensuring customers have exceptional experiences when interacting with the company’s digital banking services.
• You will lead a team of dedicated professionals, fostering a culture of customer-centricity while continuously enhancing the service quality.
• Your responsibilities will span across managing customer interactions, optimizing customer processes, delivering insights to improve overall customer satisfaction and retention, driving innovation through the use of tech tools, data analytics, and AI, ensuring compliance, risk management, governance, controls, security, and data privacy, and implementing and monitoring the execution of customer experience strategies.
• Internal Stakeholders: Tech Support, Infrastructure & Security Operations, Engineering, Product and Projects, Marketing and Communications, Finance, Risk Management, Compliance, Internal Audit, Customer Experience, People & Culture.
• External Stakeholders: Customers, Regulators, Service providers, Professional organizations, External Auditor, Industry associations & Communities and Peers.

Responsibilities
Customer Journey Optimization:

• Analyze and optimize the end-to-end customer journey, identifying pain points and opportunities for improvement.
• Collaborate with cross-functional teams to implement improvements, making the customer experience seamless and efficient.
• Establish and maintain consistent service standards across all customer touchpoints.

Customer Feedback and Insights:

• Implement a comprehensive feedback loop to gather customer insights and feedback.
• Utilize data and customer feedback to drive improvements in products and services.
• Develop and implement customer surveys, interviews, and feedback mechanisms.

Team Leadership

• Lead a team of customer service representatives, ensuring they are motivated, well-trained, and aligned with customer-centric objectives.
• Provide coaching, mentoring, and feedback to enhance the team’s performance.
• Monitor key performance indicators (KPIs) related to customer satisfaction and service quality.

Customer Communication:

• Develop and maintain effective communication strategies for customers.
• Ensure timely and accurate responses to customer inquiries through various channels, including digital, chat, email, and phone.
• Implement strategies for proactive customer communication and educations

Process Improvement, Documentation, and Data Management:

• Lead a team of customer service representatives, ensuring they are motivated, well-trained, and aligned with customer-centric objectives.
• Provide coaching, mentoring, and feedback to enhance the team’s performance.
• Monitor key performance indicators (KPIs) related to customer satisfaction and service quality.

Customer Retention:

• Develop and implement strategies to enhance customer loyalty and reduce churn.
• Monitor customer retention rates and implement strategies for improvement.
• Identify and respond to at-risk customer segments effectively

Innovation with Tech Tools, Data Analytics, and AI:

• Stay updated on emerging technologies and tools to enhance the customer experience.
• Identify opportunities to leverage data analytics and AI for personalizing customer interactions and improving service quality.
• Collaborate with Product & Projects, Technology, Engineering & Quality Assurance teams to develop and implement innovative solutions that enhance customer experiences.

Compliance, Risk, Governance, Controls, Security, and Data Privacy:

• Ensure that all customer interactions and processes adhere to good corporate governance, regulatory compliance, risk management, operational resilience and data privacy requirements.
• Collaborate with compliance and risk management teams to identify and mitigate risks associated with customer interactions.
• Monitor and implement security measures to safeguard the company’scustomer data and privacy.

Strategy Implementation, Monitoring, and Reporting:

• Develop and implement customer experience strategies aligned with the bank’s vision and business objectives.
• Monitor the execution of these strategies, measuring their effectiveness and identifying areas for improvement.
• Regularly report to executive management and the board on customer experience initiatives, performance, and key metrics.

Qualifications

• A Bachelor’s Degree in a relevant field.
• Professional certifications or training in customer experience management, compliance, risk management, or related fields is a plus.
• Minimum of 5 years of experience in a customer experience or customer service management role; with at least 2 years in a leadership position.
• Proven experience in the financial services or digital banking industry.
• Strong knowledge of customer experience best practices, feedback mechanisms, and customer satisfaction metrics.
• Good knowledge of Application security, Endpoint security, Database Security, IAM and Cloud security.

Must have skills:

• Excellent communication, leadership, and interpersonal skills
• Strong financial acumen

Application Closing Date
31st December, 2023.