The Head of Customer Experience and Client Services is accountable for improving the bank’s customer experience at every interaction point. This role fosters a customer-centric culture by enhancing service delivery, boosting customer satisfaction, and promoting client retention and loyalty. Additionally, the position contributes to creating a smooth and consistent customer journey that aligns with the bank’s marketing and communication strategies.
Position: Senior Manager – Customer Experience and Client Services
Roles & Responsibilities
- Develop and execute the customer experience strategy in alignment with the bank’s marketing and communications objectives.
- Map and optimize the end-to-end customer journey to deliver a seamless, consistent, and engaging experience across all touchpoints.
- Champion customer-focused initiatives to differentiate the bank and strengthen its brand reputation.
- Oversee the operations of the contact center, ensuring it functions as a key driver of excellent customer service and a cross-selling platform.
- Establish and monitor service level agreements (SLAs) for the contact center, including call response time, first-call resolution, and customer satisfaction.
- Implement tools and training to improve agent efficiency, effectiveness, and the overall customer experience.
- Use contact center insights to identify trends, customer pain points, and opportunities for improvement.
- Manage service delivery across branches, digital platforms, and relationship management teams to ensure consistency and high-quality client support.
- Ensure effective resolution of customer issues and complaints, leveraging feedback to improve processes and service standards.
- Work with cross-functional teams to align operations with customer needs and regulatory compliance.Remote work opportunities
- Design systems to collect, analyze, and act on customer feedback from surveys, complaints, and interactions (including data from the contact center).
- Develop and monitor key performance indicators (KPIs) like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
- Use data-driven insights to recommend enhancements to the customer journey, processes, and service offerings.
- Collaborate with digital teams to improve the customer experience on mobile, online banking, and self-service platforms.
- Integrate contact center and branch operations into an omnichannel framework for a unified customer experience.
- Leverage CRM and analytics tools to deliver personalized and efficient customer interactions.
- Lead, mentor, and inspire the customer experience and client services teams, including contact center staff, to deliver exceptional results.
- Develop training programs for the contact center and other customer-facing teams to enhance their skills and knowledge.
- Provide input on marketing materials and customer communications to ensure they reflect customer needs and expectations.
- Work closely with the Head of Marketing and Communications to identify opportunities to enhance the customer journey through targeted campaigns and initiatives.
- Develop and implement loyalty programs to increase customer retention and lifetime value.
- Bachelor’s degree in Business Administration, Marketing, Customer Experience, or a related field.Remote work opportunities
- Master’s degree or professional certifications in Customer Experience (e.g., CCXP), CRM, or Six Sigma is an advantage.
- 10+ years of experience customer experience, client services, or contact center management.
- Senior Manager – Customer Experience and Client Services at Exim Bank
How to Apply
To submit your application, please follow the link provided below.