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.
nafasi za kazi
• 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.

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