Position: Head of Customer Experience. Responsible for ensuring exceptional customer service by optimizing the performance of call center teams and effectively utilizing technology and staffing resources.
Key Responsibilities
- Ensure a consistent and seamless customer experience across all interaction points.
- Map, monitor, and evaluate customer journeys at each stage.
- Manage customer interactions across multiple platforms, channels, and branches.
- Collaborate with relevant stakeholders to maintain a cohesive customer journey during new product development.
- Supervise the resolution of customer issues and personally handle escalated cases from the Service Excellence team.
- Oversee contact center operations, customer feedback mechanisms, and overall service quality across the Bank.
- Prepare and distribute accurate, timely reports related to service excellence programs, including complaints, feedback, and root cause analysis.
Qualifications
- Bachelor’s degree in Business Administration, Banking, Finance, Commerce, or a related discipline.
- Minimum of 5 years’ experience in a customer service role within banking or financial services.
- Additional certification in Quality Management is an advantage.
Key Competencies
- Strong commitment to customer service with the ability to work independently in complex and dynamic environments.
- Skilled at managing competing business priorities and aligning short-term and long-term objectives.
- Excellent analytical, communication, and reporting capabilities.
- Ability to offer insights and evaluations to guide business decisions.
- Self-motivated, logical thinker with a strong drive to implement and achieve results.
- Upholds and enforces policies and procedures, demonstrating leadership through actions.
Ideal Candidate Profile
The ideal candidate should have the expertise and experience to lead customer experience strategies aimed at improving overall customer satisfaction.
Application Instructions
Interested applicants should submit their cover letter and updated CV to:
📧 Email: recruitment2025@diamondtrust.co.tz
🗓 Deadline: 1st July 2025
Only shortlisted candidates will be contacted within 14 days after the application deadline.