Summary
Date Posted: Tuesday, January 31, 2023 , Base Salary: Not Disclosed

JOB DETAILS:
Manager Customer Experience- Digital Lending

Job Purpose:
Customer experience lead will organize, plan, and monitor a digital lending’s customer service and experience function to ensure optimized interaction with our clients through developing and implementing strategies useful in improving customer relationship, loyalty, and satisfaction while establishing communication channels and mediums through which our customers engage/interact with the digital lending products and vice versa.
The officer will be responsible for overseeing multiple different processes, all geared towards inspecting and coordinating all the points of contact between a customer and the bank through consumption of the various targeted products defined from time to time.
The role works closely with management and a cross-section of functions within Equity Group as well as other partners.

Job Responsibilities/ Accountabilities:
• Implement standards/procedures for ensuring optimal customer experience
• Conduct surveys to gather information on customer opinion of rendered services
• Drive and manage customer satisfaction scores and overall customer experience within the department.
• Support and assist in deployment of products by conducting relevant tests
• Assessing and ensuring the high quality of service delivered through the department.
• Ensure that the messaging to the customer is relevant and achieves the customer satisfaction requirements standards.
• Continuously review the quality standards and processes to ensure efficiency and alignment with best practices.
• Communicate metrics results and other relevant information to management and recommend areas for improvement
• Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations.
• Be part of team productivity and ensure to operate within the set policies and procedures
• Participate in regular CX team meetings, identify, and share best practice.
• Participate in training and knowledge transfer to ensure that the customer gets the right message
• Develop and maintain strong relationship with staff within the department and other Support teams
• Respond to incoming emails, incidents, and phone enquiries in a prompt manner
• Understand the customer, the market and industry
• Support and ensure delivery of best-in-class customer experience to new and existing Digital Lending customers.
• Conduct Detailed journey-mapping and understanding Client pain points and expectations with a view of proposing solution.
• Attend customer trouble shooting sessions to review the customer journey and issue resolution process with a view of improving the interaction with the customer.
• Submit comprehensive, accurate and timely reports that speaks into the customer’s voice.

Requirements:
• University degree from a well-recognized university. Masters degree will be an added advantage
• Minimum 5 years’ experience in Customer experience or customer service
• Proven ability to analyze complex business issues and identify, design, and implement effective practical recommendations.
• Practical experience with banking applications software and advanced user skills for relevant MS Office applications and data analysis tools like ACL or equivalent would be of added advantage.
• Able to operate in a performance driven organization.
• IT literacy
• Able to operate in a performance driven organization
• Culturally aware and adept at working across multiple geographies
• Knowledge of English

Essential Knowledge
• Excellent business relationship management skills
• Ability to develop, plan , execute and implement according to corporate and project plan strategies.
• A high aptitude and comfort level with technical environments and the ability to work in a highly demanding environment and able to meet aggressive deadlines.

Key Critical Competencies
• Genuine customer focus
• Strong leadership capabilities
• Good planning and organizational skills
• Strong analytical and negotiation skills
• Excellent communication skills.
• Critical thinker with great critical thinking skills.
• Naturally inquisitive & insightful. A business builder
• The ability to work calmly under pressure, with minimum supervision
• High tolerance for work in a rapidly evolving work environment (adaptability)
• Strong team player with excellent interpersonal and collaboration skills.

Work Hours: 8

Experience in Months: 60

Level of Education: Bachelor Degree

Job application procedure
Use the link(s) below to apply on company website.
• Manager Customer Experience- Digital Lending

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