Officer - Customer Experience

Job Purpose: To support the Customer Experience Department by conducting customer satisfaction surveys, analyzing customer feedback, preparing reports and dashboards, supporting customer experience projects, and coordinating customer experience initiatives to improve customer satisfaction and enhance the overall customer journey.

Duties and Responsibilities:

• Conduct customer satisfaction (VOC) surveys and record customer feedback.

• Contact dissatisfied customers to understand concerns and support service recovery.

• Prepare quarterly VOC dashboards and customer experience reports.

• Perform root cause analysis (RCA) on customer feedback, survey results, and complaint trends.

• Prepare and submit the monthly Central Bank customer complaints report.

• Support Customer Experience projects by participating in meetings, reviewing customer journeys, and contributing to customer satisfaction improvement initiatives.

• Coordinate Customer Experience-related marketing activities and awareness campaigns with the Marketing Department.

• Prepare reports, presentations, and data analysis to support Customer Experience initiatives.

• Monitor customer feedback and identify opportunities for process and service improvements.

• Ensure assigned operational and regulatory tasks are completed accurately and within the agreed timelines

• Perform any other duties assigned by the Customer Experience Manager.

Independence of Operation:

Works independently on day-to-day tasks and manages assigned responsibilities with minimal supervision. Escalates complex issues and decisions requiring approval to the Customer Experience Manager.

Accountability / Decision Making:

• Accountable for completing assigned tasks accurately and within agreed timelines.

• Ensures customer feedback, reports, and dashboards are accurate and complete.

• Makes routine decisions related to daily activities and escalate complex issues to the Customer Experience Manager.

Education:

•Bachelor's degree in business administration, Marketing, or a related field.

Professional / Technical Qualifications / Diplomas:

•Knowledge of customer satisfaction measurement, reporting, and data analysis.

•Experience with customer feedback, survey, or complaint management systems.

Experience:

•1 to 2 years of experience in Customer Experience, Customer Service, Customer Complaints, Contact Centre, Banking Operations, or a related field.

Other Skills Required for the Job:

•Good communication and interpersonal skills.

•Strong analytical and problem-solving skills.

•Attention to detail and accuracy.

•Good organizational and time management skills.

•Ability to prepare reports and presentations.

•Proficiency in Microsoft Excel, Word, and PowerPoint.

•Ability to work independently as well as collaboratively in a team environment.