Senior Manager, Customer Experience

THE PURPOSE OF THE ROLE

As Senior Manager, Customer Experience reporting to the COO, you will own the end-to-end customer experience strategy and be the Bank’s chief advocate for the customer. You will translate customer insights into action, embed service excellence as a way of working, and ensure a consistent, differentiated, and seamless omni-channel experience.

Your leadership will directly influence:

• Customer satisfaction, loyalty, and retention
• Brand trust and market differentiation
• Growth across retail, SME, corporate, and diaspora segments
• Service productivity, efficiency, and risk discipline

KEY ACCOUNTABILITIES

Customer Experience Strategy & Culture

• Define and execute a Bank-wide customer experience strategy aligned to business and growth objectives.
• Design and institutionalize customer service standards, frameworks, and omni-channel service models.
• Champion a customer-centric mindset and embed service excellence across all functions.
• Lead customer loyalty, engagement, and retention programmes that deepen relationships and lifetime value.
• Continuously redesign and optimize customer journeys using feedback, analytics, and real-time insights.
• Drive service innovation, digitization, automation, and process improvement initiatives.

End-to-End Service Delivery Oversight

• Provide Bank oversight of customer experience across branches, contact centre, digital channels, and support units.
• Ensure consistent service standards, seamless handoffs, and frictionless omni-channel journeys.
• Set, monitor, and enforce SLAs, turnaround times, and quality benchmarks across all service points.
• Establish robust customer feedback, complaints, and voice-of-customer mechanisms (NPS, surveys, call quality).
• Ensure timely, fair, and regulator-compliant resolution of customer complaints.
• Lead service audits, mystery shopping, and experience assessments to drive continuous improvement.

Business Growth & Customer Insights

• Leverage customer insights and analytics to support growth in deposits, lending, wallet share, and profitability.
• Partner with Retail, SME, Corporate, and Marketing teams to drive acquisition, cross-sell, and retention strategies.
• Analyze customer behavior, segmentation, and product usage to inform strategy and innovation.
• Identify emerging opportunities, including diaspora and new customer segments.
• Track competitor trends and recommend experience enhancements to maintain market leadership.

Performance Management & Reporting

• Define and track critical customer experience metrics (NPS, CSAT, TAT, complaints, churn).
• Establish productivity and service performance frameworks across all customer-facing units.
• Drive accountability for service outcomes across the Bank.

Governance, Risk & Compliance

• Ensure full compliance with the Customer Service Charter, internal policies, and regulatory requirements.
• Embed KYC, AML, and operational risk discipline into customer-facing processes.
• Maintain strong controls around customer interactions, complaints handling, and service workflows.

 Leadership & People Development

• Lead, coach, and inspire high-performing customer experience and contact centre teams.
• Build capability in service excellence, emotional intelligence, relationship management, and problem-solving.
• Drive performance management, staff development, employee engagement and accountability within all customerfacing teams.

Qualifications & Experience

• Bachelor’s degree in Business, Finance, Marketing, or related discipline.
• Master’s degree (MBA or equivalent) is an added advantage.
• Professional certifications in Banking, Customer Experience, or Marketing are desirable.
• Minimum 8–10 years’ experience in customer experience, service delivery, contact centre operations within financial services.
• 3–5 years’ senior leadership experience managing multi-channel customer experience functions.

Core Competencies

• Strategic, data-driven thinker with strong execution capability
• Passionate advocate for customers and service excellence
• Inspiring leader with strong people and performance management skills
• Excellent communicator with executive-level stakeholder influence
• Strong analytical, problem-solving, and decision-making skills
• High emotional intelligence, resilience, and change leadership capability
• Deep understanding of banking operations, products, and regulatory environment