Specialist; Service Excellence at NMB Bank
Specialist; Service Excellence (1 Position(s))
Job Location :
Head Office, Hq
Job Purpose:
Main Responsibilities:
- Mapping of all customer journeys across all channels to visualize the entire customer journey from initial contact to post-service support.
- Analyze customer feedback, data analytics, and market research to identify pain points and areas for improvement in the customer journey.
- Collaborate with cross-functional teams including marketing, sales, product development, and technology to align strategies and initiatives with the customer journey.
- Develop and implement strategies to optimize customer journeys, including process improvements, technology enhancements, and personalized communication tactics.
- Continuously monitor and iterate on customer journeys based on feedback, data insights, and industry best practices.
- Communicate regularly with stakeholders to provide updates on customer journey initiatives, gather input, and secure buy-in for proposed changes.
- Provide training and support to internal teams to ensure alignment with customer journey objectives and standards.
- Stay informed about relevant regulations and compliance requirements related to customer interactions and ensure adherence to industry standards.
Knowledge and Skills:
- Knowledge of banking products and systems
- Strong analytical skills with the ability to interpret data and draw actionable insights
- Proficiency in journey mapping tools and software
- Familiarity with customer-centric methodologies such as Design Thinking or Lean Six Sigma is a plus
- Good communication and interpersonal skills
Qualifications and Experience:
- Bachelors degree in marketing, business administration, IT or related field
- Masters degree is an added advantage.
- Certification in customer journey mapping is required.
- 2 years’ experience in customer experience, product development or process improvement
- Proven experience in customer journey mapping, or related roles
NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender balanced workforce.
Female candidates and people living with disabilities are strongly encouraged to apply for this position.Read Also:
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NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.
Only shortlisted candidates will be contacted.
Job opening date : 31-Jul-2024
Job closing date : 14-Aug-2024
