Senior Manager Customer Experience

INDUSTRY: BANKING

HR World Ltd, on behalf of our client, we are looking for a Senior Customer Experience Manager who will be responsible for overseeing daily customer interactions across all branches and head office units to ensure exceptional service delivery. The role involves driving service excellence through best practices, managing customer relationships, coordinating with internal departments, resolving escalations, monitoring performance, and leading training initiatives to enhance customer satisfaction and uphold the bank’s reputation.

RESPONSIBILITIES:

• Manage daily customer experience operations to ensure satisfaction, profitability, and productivity.
• Drive customer experience strategies and implement best practices across all service channels.
• Handle and resolve customer complaints and queries within agreed turnaround times.
• Establish and manage Service Level Agreements (SLAs) with internal and external stakeholders.
• Conduct service quality assessments and recommend improvements.
• Oversee client relationship management activities including visits, reviews, and feedback sessions.
• Monitor customer feedback, analyze data trends, and initiate corrective actions.
• Lead service recovery efforts and escalate unresolved issues when necessary.
• Prepare CX, risk, compliance, and regulatory reports as required.
• Monitor performance of CX teams and Branch Champions, providing coaching where needed.
• Coordinate service-related training, mentoring, and capacity-building programs.
• Ensure 100% compliance with customer protection policies and internal CX standards.
• Plan and execute Customer Service Week and other experience-focused events.
• Lead CX steering committee meetings and collaborate with Group CX teams.
• Promote a culture of innovation, service excellence, and continuous improvement.

QUALIFICATIONS:

• Bachelor’s Degree in Business, Marketing, Communications, or any related field.
• Minimum 4 years of experience in customer experience management within the banking or financial services sector.
• Proven track record in implementing customer-centric strategies and improving satisfaction metrics.
• Demonstrated leadership experience in managing and developing high-performing teams.
• Experience working with CX tools, analytics platforms, and feedback mechanisms.

Interested candidates may send their CVs to career@hrworld.co.tz before 6th October 2025.

Only successful candidates will be contacted