Customer Experience Manager Job in Kenya

Customer Experience Manager - Banking Industry

The Customer Experience Manager will proactively deliver the end to end customer experience across our customer journeys and touch points in order to optimize customer satisfaction. 

Key Responsibilities
  • Own and manage all of the bank’s customer journeys
  • Maintain an accurate view of the customer journey for the bank.
  • Work collaboratively with the Marketing department and across the business, to ensure that the customer journey design is the optimal customer experience.
  • Identify pain points across the customer journeys and work jointly  across the business to implement opportunities to improve the experience
  • Manage the prioritization of customer experience and work with stakeholders to ensure that these improvements have a suitable business case/justification to facilitate implementation
  • Ensure that all Customer Experience designs and improvements have measures in place to track the customer & business impact
  • Work collaboratively with the marketing and business teams to make requests for relevant customer insights which drive Customer Experience decision making
  • Ensure that all Customer Experience designs and improvements have measures in place to track the customer & business impact
Required skills and behaviors:
  • Understanding of the bank’s strategy and organization as a whole
  • Ability to provide ideas on how customer experience can support delivery of business objectives
  • Knowledge in customer experience proven experience in delivering measurable improvements to business performance by continuously improving the customer experience
  • Experience of managing complex customer complaints
  • Understanding of tools and techniques used in customer management platforms e.g. CRM
  • Ability to interpret and communicate technical or data led information to Marketing & Business teams
Experience
  • 5 – 7 years’ experience in customer service, 3 of which should be in a similar position
Qualifications
  • Degree in Public Relations / Marketing or any Business Related Degree
  • MBA will be an added advantage
  • Postgraduate qualification will be an added advantage
Application Procedure
 
Please send your updated CV in WORD FORMAT to recruiterbpm@gmail.com by 20th October 2015. 

On the subject line please indicate what position you are applying for and within the email please indicate you current salary, expected salary and remuneration package. 


Those who do not indicate WILL NOT be considered.