Consultant, Customer Experience

Stanbic Bank Tanzania


Date: 3 days ago
City: Lagos, Lagos
Contract type: Full time
Job Description

  • Responsible for defining, understanding and adherence to our service standards across the network by making sure that our service touch points are adequately equipped to deliver service optimally.
  • Responsible for defining recovery strategies due to service failures as well as service monitoring at different customer touch points.
  • Responsible for coordinating service measurement interventions (ISS, Mystery shopping Voice of customer survey etc).
  • Track and report trend of exceptions and exceptional service identified in the network.
  • Coordinate stakeholder engagement for the team ( Post mystery shopping engagement, post ISS etc.)
  • Track and report trend of exceptions and exceptional service identified in the network.

Qualifications

  • BSc in any related field.
  • Professional Certification can be an added advantage.

Experience

  • Minimum of 5years experience in customer experience/customer facing related roles.

Additional Information

Behavioural Competencies

  • Interacting with People
  • Interpreting Data
  • Managing Tasks
  • Meeting Timescales
  • Upholding Standards

Technical Competencies

  • Creative Mindset
  • Excellent interactive and assertive skill
  • Attention to detail.
  • Good innovative skills
  • Good Excel and Power Point skills
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