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Head of Customer Experience Job in Kenya

Head Customer Experience

Are you looking for an employer who promotes individual excellence and mutual respect in a team-driven culture with a key focus on social empowerment? 

The Co-operative Bank of Kenya, “The Kingdom bank” is the place for those looking to new horizons.

You are widely experienced in Customer Service and you have consistently taken leadership of the customer experience and service function and delivered exceptional results.  

You quickly develop and implement profitable strategies to not only grow customer base but also ring-fence and ensure retention of existing ones. You are driven by results and passionate about service excellence. ‘The customer’ is central to all your decision making. 

You quickly think of ways to not only track customer experience but also devise new initiatives and engagements that ensure customer’s needs are exceeded at all times. 

You are a people person, you think on your feet and stay on top of key assignments and deliverables.

Reporting to the Head of Alternative Channels, the Head of Customer Service will be responsible for driving the Bank’s Customer Experience Strategy for increased wallet share, repeat business and customer retention. 

The role holder will also be required to develop and ensure continued improvement and implementation of customer experience and service policy at all levels as well as ensure that quality customer experience and service standards are maintained at all customer touch points within the bank.

The Role

Specifically, the successful jobholder will be required to:
  • Drive the Bank’s Customer Experience Strategy to support profitable growth, drive efficiencies and superior brand positioning.
  • Take charge and lead a highly motivated team to provide customers with the best customer experience possible as well as drive customer migration to alternative banking channels.
  • Define and implement customer onboarding and customer management processes.
  • Ensure quality customer experience and service standards at all customer touch points within the bank for both internal and external customers through training and monitoring compliance of the same across the bank network.
  • Effectively measure the quality of customer service in the Bank on a regular basis and take charge of customer feedback mechanisms in the Bank through surveys, mystery shoppers among others including managing the banks Net Promoter Scores (NPS) across the network.
  • Monitor and oversee adherence to interlinked business Service Level Agreements.
  • Develop and implement customer experience programs for the Bank to earn a Return on Investment by engaging existing customers and other stakeholders
  • Benchmark and influence the practice of emerging customer service trends.
  • Ensure high quality training on customer service for all staff, consistent with our customer experience strategy.
  • In liaison with branch managers, manage the performance of the customer experience roles in the branch
Skills, Competencies and Experience

The successful candidate will be required to have the following skills and competencies:
  • A Bachelor’s degree preferably in a business related field from a recognized University.
  • 4 to 7 years progressive work experience in a similar role within a dynamic service organization.
  • Assertive, well informed and knowledgeable on customer service matters and market trends.
  • Demonstrable experience and competencies on implantation of customer experience strategies
  • Strong communication and presentation skills and excellent analytical and reporting skills. Good team leadership skills and must demonstrate agility in approach, decision making and innovation and problem-solving.
  • The ability to handle pressure and difficult situations with resilience, calmly and effectively.
  • Good knowledge of bank products, services and banking regulations and statutory requirements.
How to apply

If you are confident that you fit the role and person profile and you are keen to add value to your career then please forward your application enclosing detailed Curriculum Vitae to indicating the job reference number HCS/ACD/2016 by 10th June, 2016. 

We are an equal opportunity employer.

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