Job Detail
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Job ID 15931
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Career Level Manager
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Experience 3 Years
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Gender Both
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Industry Finance
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Qualifications Degree Bachelor
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Job Type Full time
Job Description
Job Purpose Statement
Responsible for managing the Customer Experience function across the Bank through providing oversight and leadership to drive quality and effectiveness at all the customer touch points.
Key Accountabilities (Duties and Responsibilities)
- Define and implement customer experience strategies aligned to overall corporate strategic goals.
- Establish and manage key customer experience processes (contact centres, customer interaction models, complaint management, retention, VoC, sales & service standards).
- Identify and prioritize critical CX focus areas across delivery channels to improve satisfaction and loyalty.
- Manage micro‑marketing and in‑branch customer engagement activities.
- Ensure all sales, service, and customer management processes comply with regulatory and consumer protection requirements.
- Drive clear, consistent, and compliant customer communication standards across the bank.
- Maintain exceptional service standards through coaching, training, development, and best‑practice sharing.
- Develop customer loyalty, incentive, and retention programs.
- Lead operational excellence and service quality initiatives, driving transformational change.
- Promote employee engagement and service‑aligned behaviours across the organisation.
- Own and resolve complex customer issues escalated across business units.
- Conduct root‑cause analysis of complaints and implement proactive corrective actions.
- Benchmark service performance against competitors and industry leaders.
- Manage market research and customer insights to support strategic planning and reporting.
- Oversee process improvements and cross‑functional collaboration to enhance end‑to‑end customer journeys.
- Implement key CX workstreams (VoC, complaints, retention, metrics, behaviour change) with clear KPIs and milestones.
- Align CX KPIs and accountability organisation‑wide.
- Drive culture‑change programs to embed service excellence.
- Lead internal communication on service initiatives and progress.
- Design and optimise customer journeys based on feedback and market trends.
- Monitor business/process metrics and productivity to manage service effectiveness.
- Support new product launches through customer communication and insight feedback.
- Build, mentor, and lead a high‑performance customer experience team.
- Set performance objectives, conduct evaluations, and support staff development.
- Serve as the bank’s service excellence ambassador and coordinate internal staff engagement programs.
Job Specifications
Academic Qualifications:
- Bachelor’s degree in a business related field. An MBA is an added advantage.
Professional Qualifications:
- Professional qualification in Customer Experience Management or equivalent is an added advantage
- CIM qualification is an added advantage
- Coaching, Mentorship & Public Speaking certification is an added advantage
Work Experience:
- At least Seven (7) years’ working experience in marketing, Customer Service or Retail environment, with sound exposure to Bank Operations
A track record of developing & implementing delivering continuous improvement in service delivery, and improved outcomes in Customer Services.
Application Procedure
- Click the GREEN BUTTON “APPLY FOR THE JOB“
- You will be re-directed to the Company Website.
- Read the Job description attached.
- Apply using the Instructions Provided.
Disclaimer Notice:
- No payments should be made during the application process.
- The Scholar Jobline Doesn’t recruit on behalf of the Employer
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