Head, Customer Experience Job at Stanbic IBTC Bank Plc

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Job Title: Head, Customer Experience

Job ID: 12628

Location: Lagos, Nigeria

Division: Customer Channel – Direct Channel

Position Category: Customer Experience

Employment Type: Full Time – Permanent

Employer: Stanbic IBTC Bank Plc (part of Standard Bank Group)

Position Description:

• Define, standardize, support implementation, track and continually improve on the Bank's service delivery through cutting edge initiatives and stakeholder engagement  

• Responsible for the continuous analysis of key service indicators as well as the development and implementation of tactics to close emerging gaps.

Key responsibilities:

• Coordination of the activities of the Customer Experience Team

• Support the distribution network to ensure service delivery is in line with predefined Service standards.

• Development of a service measurement matrix to capture all critical service attributes across the group.

• Measurement of service delivery across all customer channels

• Communicate feedback on Service measurement and collaborate with appropriate teams on implementation.

• Track and report all isolated cases of service failures identified within the network and administer appropriate corrective measure to address such.

• Continuously Identify and share best practices across the business

• Ensure that appropriate service training and development programmes are implemented in all branches in line with training accreditation requirements

• Ensure that all service activities are properly communicated throughout all network channels in the country

• Liaise with relevant business areas to resolve issues arising from customer complaints, process or regulatory breaches.

• Consolidate reports dealing with customer issues/feedback (both negative and positive) and Service delivery and provide recommendations on suggested improvements. The reports should be country – wide representations

• Partner with business units to oversee the optimization of business processes to increase operational efficiency

• Drive continuous process improvement initiatives

• Implement  SLA-monitoring techniques to improve impact on the business

• Drive TQM initiatives through the business to maximize inherent benefits

Key performance measure:

• Increment in all service measurement scores

• Reduced Service delivery related complaint

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