JOB PURPOSE
Systematically monitoring and measuring the Customer Experience provided at different customer touch points with the objective of continuously identifying service gaps and following through for implementation of corrective actions.
KEY RESPONSIBILITIES/ACCOUNTABILITIES
End-to-end systematic service quality checks
Identifying service gaps impacting the overall customer experience through:
Conducting Quality Checks –
- Process Flow mapping against Customer Experience
- Customer Feedback through Voice of the Customer and Voice of the People Surveys
- Root cause/gap analysis to identify difference between expected process and reality
- Data Analysis
- Competitor Benchmarking
- Service measurement e.g. SLA tracking
Preparation of Reporting Findings
Customer Experience Measurement
Continuous SLA Measurement
- Documentation, monitoring, reporting and action planning with an aim to offer market leading SLAs
Continuous Customer experience Measurement
- Conducting customer experience surveys and mystery shopping studies against I&M bank standards and set SLAs to identify service gaps and come up with corrective actions to improve our processes, systems and services to enhance the overall customer experience
Reporting
- Disseminating dashboards and reports to various stakeholders e.g. Head office, Branches and Management
Competitor Benchmarking
- Conduct competitor comparisons in various service experience aspects to identify service gaps and improvement opportunities with an aim of challenging the business where we are lagging
Training & coaching
- Identification of stakeholder training needs based on service gaps
- Training and coaching on the I&M bank customer service standards
- Training and coaching on the I&M bank customer service standards
Bank Initiatives Support
Representing the Voice of the customer in various initiatives in the bank, new projects and process improvements
KEY PERFORMANCE MEASURES
- Timely Reports
- Quality and Accuracy of feedback surveys conducted
- Reporting and escalating of emerging trends based on customer feedback
- Robust Insights and closure of actions
KEY SKILLS, KNOWLEDGE, EXPERIENCE AND PERSONAL COMPETENCIES
- Customer Service skills,
- Excellent communication skills,
- Problem solving skills,
- Analytical skills,
- Report writing skills,
- Interpersonal skills,
- Stakeholder Management skills,
- Planning & Organizational skills,
- Excellent banking process experience & knowledge,
- Ms Office Packages – Proficiency in Excel, word & PowerPoint
- Statistical Packages skills,
- Basic quality assurance skills – process flow mapping, root cause analysis
- Knowledge/experience using survey tools
EXPERIENCE REQUIREMENTS
- Minimum of 6 years’ experience
- Familiarity with quality assurance functions is an added advantage.
RECOMMENDED MINIMUM QUALIFICATIONS
Education Level
- Business related degree holder from a recognized University (Min – 2nd class upper or 3.0. GPA
Professional Qualifications
- Banking qualifications desirable.
- Customer Experience certifications
- Quality Assurance certifications
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