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8 Feb 2022

Customer Experience Manager at Diamond Trust Bank

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Job Description

Key responsibilities:

  • Implement a smooth and consistent customer experience across all touchpoints.
  • Develop, track and review customer journeys at all stages.
  • Interaction with customers across channels, platforms and branches.
  • Coordination with all stakeholders for sound customer journey during development of new products in the bank.
  • Oversee the resolution of customer complaints and enquiries, and directly undertake resolution of escalations from the Service Excellence team.
  • Oversee the activities relating to the Bank’s contact center, customer feedback channels, and general service standards across the Bank.
  • Generating and sending accurate and timely management reports relating to the designated service excellence programmes and activities (complaints, feedback and root cause).
  • Liaise with heads of other teams to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.
  • Overlook the identifying and training of Service Excellence champions at branch level and continuously engage them to actively champion the service excellence agenda of the bank.
  • Overlook the development and updating of customer journey process flows and ensure seamless experiences.
  • Plan and coordinate customer service events e.g. Customer Service Week, TBA events and round tables/seminars on customer service/experience.

Educational Qualifications and Experience:

  • University Degree / Advanced Diploma in Business administration, Commerce, Banking and finance or related field of study.
  • At least 5 years of work experience in related field preferably customer facing role in banking environment.
  • A Professional qualification in Quality Management will constitute a definite advantage.
  • Good knowledge and grasp of banking practices and regulations.
  • Strong leadership, planning and communication skills.
  • Structured Problem-Solving Techniques and competent in Statistical Analysis.
  • Passionate and driven.
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Method of Application

If you meet requirements for the above position, kindly submit your CV to [email protected] on or before 10th February 2022.

DTB is an equal opportunity employer.

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