Qureos

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Customer Experience Executive

Hyderabad, Pakistan

Job Description

Branch Customer Experience - Uplift

  • Ensure Branch Physical/Virtual visit to check the overall branch customer experience. Preparing customer experience report of the branch as per the defined criteria well within timeline as per quarterly roster.
  • Highlight the observations & share them with the branches/Area/region team through email for corrective measures.
  • Follow-up till closure with branches/Area/region & relevant Head office stakeholders for issue resolution and maintain trackable record. Closure of issue benchmark is 60% + monthly
  • Responsible for branch-wise analysis on a monthly/quarterly basis concerning visit observations.
  • Drive customer conversion to digital ranking and digital channels & Improve pension and salary branch management with positive/improving trend
  • Reinforce a culture of excellent customer greetings and first impressions floor Management.
  • To assess branch awareness and ownership of complaint handling procedures, Surprise complaints box check on quarterly basis.

Customer Experience Quality Assurance

  • Assist line manager to promote the delivery of excellent and consistent customer services ensuring that processes are followed by the branch teams.
  • Build sustainable relationships and engage Internal and external customers by interacting with the customers during visits Overall responsible for managing customer experience initiatives at the regional level.
  • Develop Customer experience culture in branches/PBs and play a vital role in branch look & feel improvement.
  • Regularly follow up on SCD, CCTV, Complaints and other uncertain issues for timely resolution.
  • Regularly update contact directories and maintain the CX Picture Directory. Conduct daily dress code compliance checks and share updates.
  • Ensure timely rollouts of CER reports and performance trackers. Bridge between branches, HO and CX HO team for smooth operations.
  • Work for Quantitative performance and deliverables.

Performance KPI Scorecard:

  • Ensure to maintain Monthly Staff service KPI score.
  • Conduct monthly meetings with regional teams for performance alignment.
  • Share Weekly/Monthly meaningful& timely performance logs with the HO CX team.

MIS & Record Keeping

  • Ensure to keep proper records of reports/correspondence ensuring safe custody and maintain day to day discipline as per approved policies & procedures of the bank
  • Assist in all monthly, quarterly regional reports.
  • Strong follow-up in compilation of reports & data from branches.
  • Ensure availability of all data & record consolidation & review of customer experience reports received from Ensure the creation of CX portal user IDs in coordination with the HO team. Follow-up with relevant distribution/ area/ branches to ensure timely complaint closure from relevant branch/area.

Training & Development:

  • Conduct training at the regional/Area/Branch level to improve customer experience reports/ results shared by the HO team.
  • Ensure periodic training & evaluate the needs as and when required.
  • Actively participate in all campaigns launched in Bank.
  • Conduct Zoom and physical training session induction training sessions for branch and field staff & share with HO team on timely basis.


Job Specifications:

1-3 years’ experience on customer experience position in banking sector / service industry.

Minimum bachelor’s from HEC recognized institute.


Knowledge / Skills:

  • Effective presentation & report writing skills.
  • Good Communication skills
  • Data Analysis
  • Experience of planning, prioritizing, organizing own work, and managing multiple deadlines.

Willing to travel across the country as required in the course of business requirements

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