Customer Experience Department,Rwanda.Customer Experience Manager at KCB Group

, , Rwanda -

Full Time

Start Date

Immediate

Expiry Date

26 Jan, 26

Salary

0.0

Posted On

28 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Satisfaction, Stakeholder Management, Service Improvement, Team Building, Compliance, Customer Experience Strategy, Life Cycle Management, Customer Delight Index, Root Cause Analysis, Product Rollout, Service Standards, Customer Feedback, Consumer Protection, Advisory Skills, Communication, Management

Industry

Banking

Description

Main Responsibilities: Ensure satisfaction and loyalty of customers by creating positive experiences that lead to long-lasting customer satisfaction. Develop & deliver the Customer Excellence Strategy through engagement with stakeholders/ business units. Communication & entrenchment of the customer Excellence Charter and standards across all customer touchpoints. Together with Stakeholders drive the development of best practice life cycle management Strategy & Model for all Customers segments. Drive the implementation of initiatives to improve Customer Excellence & Overall Customer Delight Index. Drive an overall approach to reducing customer dissatisfaction leading to inactivity by exhausting available avenues to ensure the customers do not churn from the business. Advisory to senior management on service improvement, benchmark surveys and learning, customer excellence policy development, standards and procedures development and service feedback reviews. Overall management of the Customer Excellence services across the BPR Bank branch network and Head office units, including Call center, to ensure superior customer experience offering to all bank customers both internal and external. People Management – Building and developing teams Stakeholder Management Enforcement of compliance with the Consumer Protection regulations and compensation of customers who suffer financial losses due to disruption of service as per policy. Daily Responsibilities: Carry out root cause management for continuous service improvement. Support products roll out internally & externally Oversee Periodic (weekly and Monthly) compliance to set service standards. Taking the pulse of customer satisfaction levels through sampling of inbound customer calls to determine any emerging trends that may point to gaps in service and causing timely interventions. Educational qualifications and work experience: University Degree preferably in business/finance/accounting Professional Certification – Customer Experience Training, Corporate Communications 6 years of progressive experience in a service-related division of a commercial environment, and customer service

Responsibilities

The Customer Experience Manager is responsible for ensuring customer satisfaction and loyalty by creating positive experiences. This role involves developing and implementing the Customer Excellence Strategy and managing customer service across the bank's branch network and call center.