The role holder will be responsible for the development, implementation, and management of communication strategies designed to improve customer experience (CX) at every touchpoint. Key responsibilities include creating content, coordinating communication initiatives, and ensuring consistent messaging to effectively engage both internal and external stakeholders. The position contributes to shaping customer-centric narratives and promoting a culture of continuous improvement in customer service. The role reports to the Manager of CX Communication.
Education and experience:
Bachelor's degree in a business-related or relevant field.
Minimum of 3 years’ experience in the bank
An appreciation of service quality assurance principles.
Knowledgeable about bank products, services and processes.
Demonstrated ability track CX Metrics and KPIs.
Knowledge, Skills & Competencies:
A track record of excellent service delivery to customers and collaboration with internal stakeholders to champion customer experience
Conceptual and Analytical Skills: Ability to quickly grasp and understand systems and keen to detail.
Technology Skills: Knowledge of Excel and any other service quality assurance systems.
Detail-oriented.
Reporting skills.
People management skills.
Customer Focus:
Customer satisfaction
Customer loyalty
Channel satisfaction
Meeting & Exceeding set KPIs
Business Systems & Infrastructure:
Productivity Tracking
Process review with customer impact in mind
Process management
Companies that have recently posted new job opportunities
Companies currently hiring for multiple roles
