Banking
Role purpose
- To provide expertise, advice and formulate/document the customer journey experience across the Company, interacting with customers across channels, products, segments and platforms to understand customer needs, behaviours and expectations in order to provide strategic insight to the Business to ensure informed decisions are made and enhance the customer journey
Responsibilities
- Perform research analysis to be able to provide relevant, accurate and timely information for informed decision making to enhance the customer experience
- Manages risks in own area of responsibility
- Develop, encourage and nurture collaborative relationships across area of specialisation
- Participate in planned activities that are appropriate for own development
- Build working relationships across teams and functional lines to enhance work delivery, collaboration and innovation
- Creates solutions to meet customer demands to deliver internal and external customer service excellence through adherence to quality service standards
- Deliver customer experience excellence in own service delivery aligned to Organisational values and service standards
- Control expenditure and identify process improvements to contain and reduce costs
- Compile reports that track progress and guide business to make informed decisions
- Ensure that the Company has a smooth, unfragmented and consistent customer experience across all touchpoints and interfaces at all stages of the customer journey
Qualifications and Experience
- Minimum Qualification – Relevant Degree in Marketing / Customer Experience (CX) or Industrial Engineering
- Experience – 3 to 5 years experience in a similar environment, of which 1 to 2 years ideally at junior (entry level) management level
- Additional Knowledge – Knowledge on the customer journey lifecycle within a Banking environment
- Knowledge of customer experience management approaches and methodologies used in
- Knowledge of project management methodologies and principles
- Sound working knowledge of required business-related systems
Please Note: Responses will only be sent to short listed candidates. Should you not hear from us within 10 days, please consider your application unsuccessful.