To collaborate with business and technology teams to define requirements, develop solutions, and enhance customer journeys also by Using customer data and feedback to identify pain points and advocate for top-tier experience.
Work seamlessly with cross-functional groups including project/product managers, business leaders, and tech teams to maintain and deliver customer projects.
Main Responsibilities:
Design and collaborate pan-bank to execute customer experience frameworks and design principles using customer experience insights, to improve client acquisition and retention, operational efficiency (including reducing complaints and resolution TAT), and revenue generation through
Working collaboratively & constructively with Segments, Products & Services, CVM, Market Insights, online, sales and other Customer Experience unit teams. Drive alignment with internal stakeholders around delivering absolute customer satisfaction and help to streamline this delivery.
Take a data-driven approach to managing customer experience improvement projects across the customer lifecycle, including responsibility for customer journey mapping, creating content, implementation, and analysis.
Translate analytical findings into actionable insights and business actions & recommendations.
Implement measures to capture and track customer satisfaction and establish a customer-centric culture in the organization.
End2End customer journey design of the new products & services & campaigns; Continuously improve the overall customer experience through journey mapping, ideation of future experiences and act a beacon for the CX vision throughout the bank.
Responsible for leveraging the voice of the customer, call centre and user research insights to understand customer needs, identify product design opportunities and drive cross-functional action plans.
Customer Experience insights
Identifying areas of customer dissatisfaction in the experience and developing plans to monitor and make improvements to the experience, ultimately leading to customer delight
Leverage existing and additional relevant technologies for tracking key metrics across the full customer lifecycle
Lead on the development of customer experience benchmarking tools and analysis
Effectively monitor and evaluate customer satisfaction and advocacy by continuous improving the customer experience measurement framework (qualitative and quantitative)
Perform data, trend analysis and produce reports for internal and/or external distribution including compiling various metrics and KPIs
Use Business Intelligence and Data Analytics to understand customer interactions across the customer life cycle and improve customer experience through running the NPS improvement projects and Regular assessment of current product & service Journeys considering customer’s point –of-view and “Journey Design Guiding Principles”
Service Design
Facilitate development and maintenance of customer experience standards, methodologies and frameworks.
Serve as liaison to the product and innovation groups to provide voice of customer (VoC) insights, direction and recommendations related to the implementation of the product roadmap.
Act as a valuable partner in the development process, working on identifying personas, and create journey maps that effectively showcase pain points and potential opportunities.
Collaborate to design end-to-end customer journeys with their associated customer experience, SLAs and supporting pan-bank initiatives to deliver the best possible customer experiences around products and services, drive improvements, improve efficiency and reduce complaints.
Review and input service design minimum requirement in business requirement documents to make sure new and enhanced products and services aligns to delight customers.
Facilitate input of best practices in Operational Level Agreements (OLAs) for processes and procedures to create desired customer experience around products and services
Customer Experience Risk Management and Compliance
Collaborate with Product, Process and Change teams to enhance 360 degrees customer experience on every process and product.
Initiate customer experience change requests, provide customer related inputs towards vital system/technologies especially customer impacting changes and participate in user acceptance testing.
Analyse product and service performance, perform periodic health checks and provide customer experience improvements on product and service design
Identify experience compromises for strategic scoping in the customer experience roadmap
Ensure all support matrices for services and products are set and align with FCPR in all supporting tools to enhance compliance adherence from regulator
Champion pan-bank customer experience enablement
Knowledge and Skills:
Customer experience management approaches and methodologies (customer journey mapping, research and segmentation techniques)
Able to analyse customer metrics, including Net Promoter Score, customer satisfaction and customer effort score
A good blend of technical, analytical and commercial knowledge
Technical understanding of new trends and technologies
Strong interpersonal skills with the ability to think strategically and implement tactically
Strong analytical skills; ability to analyze data from multiple sources and identify insights, themes, operational issues and areas for improvement
Very good computer skills (Advanced Spreadsheets, PowerPoint and Database required)
Specialist; Customer Experience Insight Job Vacancy at NMB Bank PLC
Qualifications and Experience:
Holder of university degree/Advanced diploma in Information Technology, Computer Science, Telecommunication, or equivalent qualifications from recognized higher learning institution
At least 5 years’ relevant experience
Proficiency in technology languages and applications that support businesses, particularly Contact Center operational or strategic exposure.
Familiar with data-related languages such as SQL, Python, or other relevant languages is added advantage.
Power BI, Advanced Excel, Tableau, as well as experience in data visualization and analysis is essential.
NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender balanced workforce.
Female candidates and people living with disabilities are strongly encouraged to apply for this position.
NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.
Only shortlisted candidates will be contacted.
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