CX Measurement and Reporting Manager at First Bank

DUTIES & RESPONSIBILITIES

• Manage and inspire a team to advocate for the customer’s perspective in major business decisions that impact the customer.
• Lead the executive level voice of the customer insights sharing plan which includes the development and sharing of customer stories regularly. Stories will identify opportunities and/or focus areas having the greatest impact on loyalty or growth that will provide us with a competitive advantage.
• Custodian of FirstBank’s Customer Satisfaction scores and requisite action plans.
• interpreting, reacting to feedback and monitoring the results. Help to create a framework for prioritizing actions.
• Identify the most appropriate Customer Experience metrics of perception, behavior and outcomes to track and implement, and continuously innovate ways to understand our relationship with our customers.
• Drive rigorous quantitative and qualitative analyses of customer feedback, journeys and pain points using leading practice research and analytics methodologies.
• Implement and fine-tune a process for reacting to customer feedback, rectifying customer issues and closing the loop by informing key customer segments of the actions taken.
• Influence our organizational culture by identifying and implementing strategies to engage the business to listen and act on customer feedback.
• Act as customer champion amongst senior staff and across the organization and continually bring worldwide best practices from across customer focused industries to our organization.
• Develop presentations reports and provide briefings on projects.
• Liaise across multiple stakeholder and functional groups as required to achieve customer experience objectives or correct customer experience failures.
• Take primary responsibility for effective communication of customer experience measurement plans and outcome to necessary stakeholders.
• Support the implementation of a sustainable, uniform and consistent customer experience delivery culture bank wide.
• Develop master work plan covering key project tasks/ activities, timelines, responsibilities, dependencies and project status of each priority initiative within the Bank.
• Develop quarterly and yearly plans for gathering information (customer survey, mystery shopping etc.
• Create customer experience improvement plan and influence implementation of key initiatives to improve results and drive customer loyalty.
• Ensure holistic view of the customer experience enterprise wide, all products and channels via design sessions, and via root cause analysis of complaints and issues data.
• Take ownership of the collation, validation, analysis and interpretation of data obtained for customer experience measurement process and the population of the customer experience measurement dashboard.
• Ensure quality and reliability of data used for dashboard and customer experience performance reporting.
• Utilize customer, market and organizational intelligence to develop innovative strategies that enable the Bank to identify and continually adapt to changing customer preferences.
• Continuously refine customer experience metrics and measurement tools such as questionnaires and checklists, as required based on evolving customer expectations, market trends and organizational priorities
• Continuously obtain and aggregate customer analytics to gain insight on customer preferences, customer pain points, customer trends, and customer experience delivery gaps
• Establish suitable reporting mechanisms and produce customer experience performance reports, including business focused commentary, operational data and trending analysis.
• Initiate and facilitate stakeholders’ workshop on the Bank’s customer experience delivery performance scorecard.
• Research and gather data on target markets to understand market dynamics and remain ahead of link to customer needs/ expectations.
• Identify internal and external sources of information for customer experience measurement in accordance with pre-defined customer experience metrics.

JOB REQUIREMENTS

Education

• Minimum of bachelor’s degree in any discipline
• Master’s degree or any professional qualification in Business management and customer service will be an added advantage.

Experience 

• Minimum of 7 years of banking experience with at least 2 years in similar role
• Experience with managing transformation, change management or other strategic projects Supervisory or leadership experience.
• Experience in developing, implementing and improving process