Key Responsibilities

• Partner closely with sales teams to align customer experience initiatives with business and sales objectives.
• Monitor customer journeys and address service-related issues to ensure a seamless and positive experience.
• Develop and implement customer communication initiatives that drive engagement, product utilization, and cross-selling opportunities.
• Identify areas for improvement within customer-facing policies and processes to enhance onboarding and ongoing customer interactions.
• Analyze customer feedback, service quality metrics, and experience trends to recommend actionable improvements.
• Provide management with insights and recommendations to improve sales conversion, customer retention, and overall service excellence.
• Support digital adoption initiatives and promote awareness of digital banking solutions to enhance customer convenience and engagement.
• Contribute to the development of strategies that strengthen customer trust, satisfaction, and loyalty.
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Skills And Qualifications

• Bachelor Degree
• 1+ years in customer service/experience management, preferably within banking
• Strong analytical skills, excellent communication skills, knowledge of banking products and channels, and familiarity with banking regulations
• Proficiency in CRM and customer feedback tools, Microsoft Office