Purpose:
The
Head Customer Experience is responsible for the execution of customer
experience initiatives in accordance with the CIC strategic plan to align with
the company’s vision.
Responsibilities:
- Lead customer experience function in
accordance with the CIC strategic plan and the departmental budgets;
- Maintain oversight of the customer
experience functions, ensuring adherence to signed SLAs;
- Manage strategic customer relationships,
including stakeholder liaison and engagement for key stakeholder groups;
- Lead the development, implementation and
evaluation of strategic, tactical and operational customer engagement
plans, programs, and initiatives to align with the CIC’s customer service
vision and strategies;
- Advise Senior Executives on customer
satisfaction measures, customer experience strategies, programs,
initiatives and emerging issues to enable customer-centric strategic
decision processes and major or critical issues response;
- Plan and provide leadership to the
implementation of integrated customer engagement and communication
initiatives to improve and enhance the perceptions and experiences of
customers and communities;
- Lead and direct specific customer
research programs, dialogue and other forms of engagement to understand
key concerns and issues and inform review and enhancement of customer
services and service delivery models;
- Drive the ongoing development of a
customer service culture across the organisation, supported by effective
policy and process frameworks and responsive customer service systems to
embed best practice customer-centric behaviours;
- Identify opportunities for enhanced
service delivery through online and e-services delivery, and the
application of social media, mobile apps and technologies to optimise
customer experience;
- Achieving a fully integrated approach
across a range of innovative and diverse communication channels including
the proactive adoption of digital and social media opportunities;
- Championing a longterm strategic focus on
driving the customer experience, balanced against the need for immediate
response to urgent unplanned issues.
Generic Duties
- Carry out performance appraisal, coaching
and mentoring to staff
- Resource allocation, staffing and leave
approval
- Participate in planning and budgeting for
the department
Qualifications:
Education
- Bachelor’s degree in a business related,
humanities or social science field
- Master’s Degree in Business
Administration (MBA), Marketing, Strategic Management or a similar field
an added advantage
Professional Qualification
- Membership to a relevant Professional
Body
- Required years of experience
- Ten (10) years relevant experience with
at least five (5) at leadership level
How To Apply