Gambia Head, Customer Experience at Access Bank PLC | Torre

Gambia Head, Customer Experience

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Full-time

USD75.4K - 100K/year

~COP150M - 200M/year

+ Equity

+ Bonuses

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Remote (anywhere)
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Posted over 2 years ago

Requirements and responsibilities


Access Bank is a customer-centric bank that prioritizes customer experience and satisfaction. The bank is committed to delivering a seamless customer experience across all touchpoints and ensuring a service culture is embedded in all its Business Units. The job role involves driving the overall customer experience strategy for Access Bank. The successful candidate will take full ownership and responsibility for driving the delivery of the customer experience across all touchpoints. They will also ensure the service culture is embedded in the Country’s Business Units to drive excellence in both development and delivery of customer journeys. Responsibilities: - Communicate service framework to all business units to ensure common understanding of CX purpose, service standards and expected service behaviors. - Develop full Customer Journeys and micro-journeys catalogue. - Drive VOC, NPS, CSAT, CRM and Complaints Management solution. - Define the CX KPIs to be measured and tracked for Products and Channels by Business Units - Provide Insights to the business units to compel systematic actions in CX improvement and product offerings adaptation/creation. - Serve as the customer voice in all decisions related to products and services. - Drive the systematic problem identification and problem solving across the organization. - Monitor trends in the industry to inform ongoing customer experience decisions and ensure best practice transfer. - Drive cross functional engagement with Business Units to identify key processes for improvement. - Hold Business Units accountable for CX and ensure ownership of customer journeys.
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