Senior Officer - Customer Experience

Main Duties and Responsibilities

• Handle customer complaints and escalations professionally and promptly, coordinating with branch managers and relevant stakeholders to ensure satisfactory resolution and keeping customers informed of progress and outcomes.
• Respond to customer and internal emails and calls promptly and professionally, providing accurate information and addressing inquiries and concerns.
• Document, consolidate and analyse customer feedback from complaints, surveys, service interactions and other channels to identify customer needs, trends and recurring pain points; conduct root-cause analysis and recommend sustainable solutions to prevent recurrence.
• Monitor service quality metrics, including NPS, CSAT, CES, complaint trends and resolution turnaround times, highlighting performance gaps and recommending corrective actions.
• Adhere to applicable regulatory requirements, internal policies and standards relating to consumer protection, data privacy, confidentiality and customer interactions.
• Prepare management reports and presentations that translate complaint trends and findings into practical recommendations, priorities and actions.
• Support the assessment of the business impact of customer pain points and service improvements, including effects on customer retention, transaction activity, repeat contacts and cost to serve.
• Collaborate with internal stakeholders to identify and implement improvements that strengthen internal service delivery and employee productivity.
• Work closely with product teams to identify and address gaps in product availability, accessibility and relevance to customer needs and preferences.
• Analyse customer interactions to identify opportunities to improve channel effectiveness, usability and convenience, and support the implementation of channel improvements.
• Conduct branch and channel service quality assessments to evaluate adherence to service standards and operational processes, identify gaps and recommend improvements.
• Track agreed corrective and improvement actions, follow up with relevant stakeholders and assess whether implemented changes have addressed the identified service gaps.

Qualifications

KNOWLEDGE, SKILLS AND EXPERIENCE

• Education: Bachelor's Degree from an accredited institution in any related field of study required.
• Work Experience: A minimum of 3 years of relevant work experience preferred in the banking industry.
• Knowledge and Skills
  • Strong complaint management and service recovery skills, including effective escalation, customer communication and resolution follow-up.
  • Strong stakeholder engagement and coordination skills to drive corrective actions, while maintaining consumer protection, data privacy and confidentiality standards.
  • Strong analytical and root-cause analysis skills, with the ability to consolidate and validate customer and operational data, identify trends and recommend sustainable improvements.
  • Proficiency in Excel for data analysis and the ability to present findings through clear reports, dashboards and management presentations.
  • Understanding of customer experience measurement, including NPS, CSAT, CES, customer surveys, customer journeys and service standards.

Organization

Customer Service

Employment Type

Regular

Job Level

Entry Level

Job Shift

Day Job

Job Posting

Oct 26, 2026, 11:56:39 AM