Gambia Customer Experience Officer

Empower CX Key stakeholders and Executives with data driven insights to allow them to apply changes that will deliver experiences that delight customers and leverages innovations. 

Use analytics to establish key proactive measures to achieve business impact and boost customers loyalty and retention. 

Voice of Customer 

·         Design survey questionnaires 

·         Deploy monthly overall bank survey 

·         Deploy quarterly channel survey. 

·         Deploy product survey (at least five products per year) 

·         Deploy weekly branch survey. 

·         Deploy other Ad-hoc surveys as requested by the business 

Analytics 

·         Analyze monthly overall bank survey 

·         Analyze quarterly channel survey. 

·         Analyze product survey (at least five products per year) 

·         Analyze weekly branch survey. 

·         Analyze other Ad-hoc surveys as requested by the business 

Insights 

·         Derive insights from the overall bank survey and drive business process improvement initiatives to steer implementation  

·         Derive insights from the quarterly channel survey and drive business process improvement initiatives to steer implementation  

·         Derive insights from product survey and drive business process improvement initiatives to steer implementation  

·         Derive insights from the weekly branch survey and drive business process improvement initiatives to steer implementation  

Derive insights from other Ad-hoc surveys as requested by the business and drive business process improvement initiatives to steer implementation 

Requirements

Required Knowledge, Skills & Abilities 

·         Ability to understand business objectives and align customer experience accordingly 

·         Excellent customer relationship Management 

·         Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centred design and performance management 

·         Proven experience designing and delivering human centred experiences 

·         Relevant experience leading customer experience transformation initiatives 

·         A good understanding of CX leading practices 

·         Thorough understanding of qualitative and quantitative research 

·         Proven supervisory and people management skills 

·         A good understanding of CX leading practices 

·         Thorough understanding of qualitative and quantitative research 

·         Strong negotiation and relationship management skills with ability to create support and buy-in across a wide range of stakeholders 

·         Excellent analytical and problem-solving skills 

·          Service quality Management 

·         Presentation Skills 

·         Ability to manage multiple tasks 

·         Superior product knowledge 

Generic Skills 

·         Initiative 

·         Analytical Skills/ Problem solving 

·         Organizational skills 

·         Interpersonal Skills 

·         Good Oral & Written communication 

·         Creative and innovative 

Execution Skills 

·         Strategic thinking and foresight 

·         Interpersonal, networking and influencing skills 

·         Problem-solving and analytical skills 

·         Data-driven and an aptitude for technology  

Supervisory Skills 

·         People Management  

·         Excellent communication skills 

Stakeholders Management 

Last updated on May 14, 2024