Job Title: Customer Research & VOC
Job ID: 344562
Location: Nigeria
Company: Standard Chartered Bank Plc
Job Description
• Championing the Voice of Customer initiatives, develop interventions to improve service Quality, drive a Strong service culture and hence improve sales and retention.
• Lead the overall development, implementation and delivery of business strategy and financial plans, within regulatory framework and the group's policies and risk guidelines
• Lead the overall development, implementation and delivery of business process efficiency and effectiveness, within regulatory framework and the group's policies and risk guidelines
• Develop and drive initiatives based on Voice of staff to deliver consistent and exceptional staff experience and to increase staff effectiveness and productivity.
• Improve process metrics and efficiency measures and deliver exceptional Customer and staff experience with the objective of increasing Customer and Employee Loyalty and Satisfaction.
Key Roles & Responsibilities
1. Customer Charter Champion –
2. Treating Customers Fairly Champion
3. Drive Net Promoter Score Improvement and action plans
4. CEC Actions & Review – Joint ownership of CEC actions
5. Driving A Service Culture and Global Best Practices
KEY VOC METRICS
1. Customer Charter – Overall and segment specific proofpoint targets
2. TCF Key MI and metrics
3. NPS Score and targets
Qualifications & Skills
• Post-graduate qualifications in Business/ Marketing desirable.
• 10 – 12 years across Banking and non banking experience to create value adding processes and services with a majority of the experience in Marketing / Operations / Service.
• Extensive knowledge of credit cards, banking products and operations & working knowledge of technology & process management.
• Work experience across Product, Research and analytics
• Partnership and relationship management skills to create value in a complex structure spanning various organisation levels.
• Project management skills to conceptualise, test, implement and deliver.
• High level of analytical skills, ability to constantly juggle between complex issues of differing priorities on product delivery / customer servicing & strong "people" skills.
In compliance with the National Youth Service Corps (NYSC) Act of 2004, all applicants should ensure that they have completed the mandatory NYSC programme. A discharge certificate will be required as evidence of completion of the programme. Where an exemption has been granted, a certificate of exemption will also be required.
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Customer Research and VOC Job (http://www.jobnavy.com/job/5891/customer-research-and-voc-job-at-standard-chartered-bank-plc/)