Customer Experience Officer

1. JOB PURPOSE

• Track ADIB-Egypt group touch-points and products service level on departmental and individual level
• Work closely with internal stakeholders on action plans to elevate customers’ journeys/satisfaction and monitor closely till closure
• Ensure compliance with banks standards and delivering monthly, quarterly and annual targets.

2. KEY ACCOUNTABILITIES

• Monitor customer experience journeys and compliance with banks’ standards across the banks different touch-points and products.
• Work with customers’ insights team to identify action plans for top monthly, quarterly and annual customers’ issues across ADIB-Egypt Group touch-points and products.
• Work closely with the customers’ insights team to communicate VoC or any related customers’ insights to internal stakeholders to deliver extraordinary customer experience
• Work closely with relevant stakeholders on enhancing banks touch-points and products (including branches, DSUs…. etc.) monthly KPIs to deliver targets and ensure continuous elevation of customer experience
• Work closely with internal stakeholders on action plans to elevate customers journeys/satisfaction and monitor closely till closure
• Run and track root cause analysis across bank touch-points and products for any negative experience and work with relevant stakeholders for preventive actions.
• Initiate and suggest new service enhancement ideas.
• Engage with team members in any related service projects that aim to enhance customer experience.
• Submit complaints resolution quality calls on closed complaints to ensure efficient complaint resolution process, empowered escalation matrix and complaints aging control
• Ensure proper follow up till service issues are permanently solved and/or escalated.
• Create monthly service metrics to track service levels across main touch-points & products to reflect the impact on improvement initiatives
• Conduct visits to the branches to check service quality and customer satisfaction to ensure service excellence and raise customer experience.
• And any other assigned tasks.

Minimum Qualifications:

• Education: University/College Degree in Business, Marketing, Finance, Economics or any relevant discipline
• Experience: 3+ years of previous experience in customer experience / service in service sector (banking / telecom).

Job specific Skills:

• Excellent analytical skills (able to translate numbers into action ability)
• Proactive and have problem solving skills
• Customer Service Skills
• Awareness of bank’s product and different bank channels procedures.
• Team work skills

Generic Skills:

• Excellent communication and interpersonal skills in English (Verbal and Written)
• Excellent presentation skills
• Excellent computer skills: (Word, Excel, PowerPoint, Outlook)