Industry: Banking | Posted Date: 11-12-2018
The CX specialist would work with the CX
team to support the day to day operations of the Transformation Program, with
specific emphasis on analysis and reporting of disparate customer feedback data
sources (eg. NPS, Internet Social media, product feedback) to present a
comprehensive view of customer satisfaction
Principal
Accountabilities:
|
- Support the Head – CX to manage the development
and enhancement of customer centric solutions in Personal Banking
- Act as the Voice of Customer (VOC) in carrying
out design and implementation of the end to end customer journeys under
Bank wide transformation projects
- Provide recommendations on proper survey design
and research methodology across multiple channels
- Design and drive strategic initiatives and
activities across products, channels ad customer segments to ensure good
quality customer experience and comply with Global standards
- Assist in conducting root cause analysis, driving
improvement plans, monitoring satisfaction KPIs and understanding market
trends to facilitate the design of customer satisfaction management
strategy
- Monitor the service satisfaction of Personal
Banking customers by conducting internal/ external customer surveys,
benchmarking the activities of major market players and cross-referencing
market best practices
- Review, dissect and rectify issues arising from
complaints and/ or regulatory requirement that may impact customer
satisfaction and Bank reputation, whilst taking the opportunity to
translate them into effective program and process enhancement initiative
- Gain requisite training and understanding to
become internal expert on the CX platform
Requirements
- University
degree in Business Administration, Services/ Hospitality/ Operation
Management or other relevant qualification
- CCXP
other professional certification preferred
- Sound knowledge
on process mapping and streamlining, service standard enhancement and
product design
- Customer-oriented
with excellent service mindset and business acumen
- Self-motivate
with good leadership, project and people management, interpersonal and
communication skills
- Strong
analytical (qualitative and quantitative) skills; ability to present
analysis including trends and opportunities verbally and in writing
- Proficiency
in both English and Arabic
- Great
sense of ownership and servicing mindset to ensure efficient and effective
customer service processes
- Ability
to communicate effectively across the Bank with a positive disposition and
ability to relate well with others