Senior Manager, Customer Experience at National Bank of Kenya

Job Ref No. HR/073/2022

Position Scope: 

The role holder will be responsible for leading customer engagement and communication programs, developing innovative approaches to research, collaboration, and customer satisfaction measurement that create improved value for the Bank and enhanced experiences for customers.

The role holder shall also lead the development, implementation and evaluation of strategies to address emerging opportunities and risks related to customer experience, as well as oversee performance to ensure effective utilization of physical, financial and human resources to drive service delivery excellence.

Key Responsibilities:

• Develop and own the customer experience strategy in line with the Bank’s strategic plan and the department’s budgets.
• Responsible for development and overseeing the implementation of Customer Experience policies, procedures, guidelines and charters.
• Maintain oversight of the Business Partnering functions leveraged from and provided to the Bank, ensuring adherence to signed service level agreements.
• Manage strategic customer relationships, including stakeholder liaison and engagement for key stakeholder groups;
• Lead the development, implementation and evaluation of strategic, tactical and operational customer engagement plans, programs, and initiatives to align with the Bank’s customer service vision and strategies;
• Advise Bank’s Management on customer satisfaction measures, customer experience strategies, programs, initiatives and emerging issues to enable customer-centric strategic decision processes and major or critical issues response;
• Plan and provide leadership to the implementation of integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of customers and communities;
• Lead and direct specific customer research programs, dialogue and other forms of engagement to understand key concerns and issues and inform review and enhancement of customer services and service delivery models;
• Drive the ongoing development of a customer service culture across the organisation, supported by effective policy and process frameworks and responsive customer service systems to embed best practice customer-centric behaviors;
• Identify opportunities for enhanced service delivery through online and e-services delivery, and the application of social media, mobile apps and technologies to optimise customer experience;
• Achieving a fully integrated approach across a range of innovative and diverse communication channels including the proactive adoption of digital and social media opportunities;
• Championing a long term strategic focus on driving the customer experience, balanced against the need for immediate response to urgent unplanned issues.
• Communication initiatives to improve and enhance the perceptions and experiences of customers and communities;
• Coach, mentor and develop a high performing team; inculcation of a performance management framework and bank values
• Prioritize key customer requirements and develop key metrics that will adequately quantify performance on each key dimension in Branches

Skills & Experience:

• A university Degree in Business/ Social Sciences or related field from a recognized institution.
• A Master’s Degree in Business Related/ Humanities/Social Science/Business Administration, Marketing, Strategic Management or related field from a recognized institution will be an added advantage.
• Customer Service and Client Engagement training/certification will be an added advantage.
• At least ten (10) years experience in a customer experience/related field within the financial sector, five (5) of which be at a Senior Management level.
• Good understanding of Banking laws, Prudential guidelines and regulations.
• Strategic thinker with good commercial acumen.
• Excellent communication skills both writing and oral.
• Customer & Client Focused Innovation – able to meet the demands of internal and external customers.
• Meaningful Collaboration – Ability to establish key partnerships and facilitate, influence, collaborate and establish accountability through all levels of the organization while maintaining strong emotional intelligence as a leader.
• Decision making – ability to make strategic decisions in a timely and effective manner and to be accountable for decision making within departmental and role allocation.
• Leadership and management-ability to lead teams, mentor and coach staff to goal definition and achievement.
• Excellent interpersonal and Stakeholder management skills .
• Integrity and honesty and ethics- ensures ethical practices and integrity and ensures the Bank is not put at reputational risk.