Team Lead - Service Measurement & Analytics at Kuda Bank

Category: Customer Excellence

Description

• We are looking for an experienced Team Lead: Service Measurement & Analytics.
• For this role, you should define, standardize, track and continually analyze service measurement parameters across all touchpoints in order to proactively identify customer behavioral trends, satisfaction levels, service gaps and to implement strategies to bridge such emerging gaps.

Responsibilities

• Define, document and implement the CX standards, policies for the organization in line with international Best practice.
• Development of a service measurement matrix/dashboard to capture critical service indicators across the organization.
• Carry out periodic customer Satisfaction Survey [CSAT, NPS,ETC] to determine pain point and expectations.
• Conduct internal Satisfaction survey to gauge the level of support and collaboration along the service value chain.
• Compile monthly service scorecard and recommend initiatives to improve service delivery.
• Introduce instant transaction survey across all our interaction channels to help get real-time customer Feedback.
• Ensure proper tracking and analysis of all service indications across the support teams [FCR, Service Levels, Abandoned calls, response time etc.].
• Carry out mystery shopping evaluation on all out interaction channels to ensure that they deliver service in line with their mandate.
• Real-time monitoring of turn around for critical customer impacting processes.
• Design strategies for Tracking and reporting of all isolated cases of service failures and exceptional service delivery identified within the network
• Run periodic campaign to communicate service measurement attribute across the network to ensure adequate awareness.
• Partner with stakeholders to improve service ratings through the implementation of service improvement initiatives.
• Create a compendium of SLA across the entire organization and hold relevant teams accountable.
• Implement SLA-monitoring techniques to improve impact on the business.
• Design customer onboarding and lifecycle management framework and the level of service experience customers should expect.
• Review all customer impacting processes end-to-end to identify and remove blockers.

Requirements

• B.Sc (MBA, CBAP, PMP an added Advantage).
• 4 -5 years experience in a similar role.
• Proficient in Data Analysis and Reporting tools.
• Proficient in Business Process Design.
• Proficient in Research Skills.
• Customer behaviour and need drivers.
• Data interpretation and adaptation.
• Research methodology, analysis & interpretation.
• Business Intelligence tools- SQL Server, Power BI, etc.
• Understanding of a full range of Kuda’s products.
• Knowledge of regulations governing the management of financial services.
• A broad understanding of the bank’s procedures and policies and Computer literacy.
• High degree of intelligence, communication, and analytical skills.
• Excellent customer relationship development/management.
• Service Quality Management.
• Business process skills.
• Creative and innovative.
• Advanced Presentation Skills.

Benefits
Why join Kuda?
Become a part of one of the trailblazers in the challenger banking arena by joining the exciting and ambitious team at Kuda Bank as we work to become the neobank for ‘every African on the planet’.

• An exciting and flexible work environment
• Competitive pay
• Smart and kind coworkers
• Full pension contribution
• Reliable health insurance