Head, Customer Experience Management
Job Role: To manage the entire customer experience to ensure consistent high service delivery.
Responsibilities:
- To develop programs and processes that promote continuous improvements to productivity, quality, and customer satisfaction for all our products.
- Explore customer segments and behavior, both locally and internationally, to identify and understand different groupings and initiate research projects tosupport strategic initiatives.
- Develop and drive the value propositions for each customer segment.
- Develop and implement appropriate systems and procedures to identify,
- Prioritize and drive corrective actions for customer quality systems/procedures to the appropriate individuals within the company and assure that appropriate actions are taken.
- Develop a comprehensive quality system that covers all aspects of Quality management for design, development, supplier, internal and field quality issues.
- Carry out market intelligence surveys, analyze competitor trends, product market shares and product critical information.
- Evaluate the effectiveness of quality programs and will recommend methods to increase quality standards and customer satisfaction.
- Articulate and develop of winning service initiatives that enhance the customer’s experience bank-wide like monthly publications, messages on birthdays & anniversaries e.t.c
- Create Wow experience initiatives across the network regularly to complement the banks’ products and services in delivering consistent, high-quality quality customer experience.
- Perform other duties as assigned by DMD.
Qualifications:
- Excellent customer relationship development/management ·
- Quality Management
- Service quality Management
- Business process skills
- Good negotiation, problem-solving and conflict resolution
- Good Oral & Written communication
- Creative and innovative
- Presentation Skills
- Ability to manage multiple tasks
- Telephone Etiquette
- Superior product knowledge
- Database Management Generic Skills
- Initiative
- Analytical Skills/ Problem solving
- Self-Management / Organizational skills
- Interpersonal Skills
- TQM Supervisory Skills
- Leadership / Supervisory
- Team building / conflict management
- Organization & coordination
- General managerial / administration
Professional Requirements:
- Qualification: A good first degree in any discipline. A relevant master’s degree and professional qualification will be an added advantage.
- Minimum Experience: Minimum of 7 years’ related experience in quality control, quality assurance and Total Quality Management; at least 4 years’ experience in a Bank/Financial Institution.
How to Apply
Send your application and a copy of your CV to TalentKenya@accessbankplc.com by 30th April,2025.
or