Head of Customer Experience

Job Overview

  • Ensuring all CSE activities deliver measurable and significant value to the stakeholders and enhance Customer Experience.
  • Mentoring the CSE Team in the execution of their duties, ensuring constant development of staff for maximum productivity and output.
  • Overseeing all the teams within the CSE Unit and determine key strategic direction and objectives are aligned to achieve the overall Service Strategy of DIB.
  • Continuous improvement of customer experience through the formulation or constant improvement of the approaches and strategies applied by the team
  • Develop & Implement Customer Service excellence Strategy across the bank to enhance customer loyalty across multiple Cm touch points
  • Develop Customer Service excellence SOP (policies, procedure and processes) and ensure proper implementation mechanism in place.
  • Ensure a regular inspection on the levels of compliance with the service standards & meet audit requirements
  • Development and implementation of SQ metrics and initiatives to meet desired loyalty scores including a Customer Charter to meet committed service levels to customers across all functions
  • Identifying opportunities to drive continual improvement on Service delivery and cost productivity.
  • Implement new approaches and techniques to continuously improve customer experience
  • To create a Service environment and provide tools & methodologies ‘to gauge Customer feedback across various touch points. Responsible for capturing Voice of Customers (VOC) using different tools and methodologies and sharing it with key stakeholders.
    • Create a culture of excellence and provide constructive, challenging inputs and advice to improve Customer experience
    • Managing the Banc Takaful portfolio & ensuring the service aspect is managed effectively


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