Define and implement Client Experience journey design strategy to cope with the business needs
Ensure holistic view of the client experience via design sessions, and via root cause analysis of complaints and issues data
Deep understanding of our clients through research and analysis related to client loyalty; understand the competition
Create client experience improvement plan and influence implementation of key initiatives to improve results and drive client loyalty
Monitor and measure client service initiatives and ensure objectives are included within performance management processes
Build highly effective, highly motivated team of colleagues and partners
Requirements
Qualifications
Degree holder in Quality Management, Finance, Statistics or related disciplines
8 years’ experience in service quality management or market research, preferably in banks or financial institutions
A skilled stakeholder manager with track record leading strategic client experience programs and delivering client centric solutions
Strong knowledge of research methodologies with in depth experience and understanding of voice of client
Excellent team management and leadership gained in client centric operation, leading change processes to uplift the client experience
The ability to envisage and deliver to strategic goals whilst also understanding the detail and the importance of operational frontline delivery
Strong analytics capability to integrate multiple data sources to inform decisions to drive client experience and loyalty and determine root cause of problems