Customer Experience Manager

• Lead a team of Retail Service Quality Officers responsible for monitoring customer experience journey and compliance with banks standards across the banks different touch points and subsidiaries.
• Conduct regular mystery shopping exercises on the different bank channels including Branches, Call Center and Direct Sales Unit …. etc.
• Work with the customer’s knowledge insights team to identify action plans for top monthly, quarterly and annual customer’s issues across ADIB Egypt Group touch points
• Work closely with relevant stakeholders on enhancing the banks touch points (including branches, DSUs, Etc.) monthly KPIs to deliver targets and ensure extraordinary customer experience
• Work closely with internal stakeholders on action plans to elevate customer journey/satisfaction and monitor closely till closure
• Work closely with the business teams to evaluate the impact of improvement initiatives
• Work closely with the customer’s insights team to communicate the VoC or any related customer’s insights to internal stakeholders to deliver extraordinary customer journey
• Communicate regular feedback to branch managers to help them deliver best in class service and extraordinary customer experience.
• Coach and mentor the different bank’s touch points staff on any related customer centric knowledge, up-to-date bank standards and customer experience protocols.
• Report any negative retail look and feel feedbacks through customer’s interviews to concerned parties e.g. premises, general admin, Branch Managers
• Initiate and suggest new service enhancement ideas.
• Review all banks’ customer related procedures and ensure Customer Centric approach is at the heart of procedures and processes.
• Manage designing delightful customer journeys for ADIB products & touch points
• Review Service Quality Controls on pre-set standards and aim at stretching the bar for customer satisfaction
• Engage with team members in any related service projects that aim to enhance the customer experience.
• Search global and regional up-to-date banking and any related service industry standards to ensure bank standards are up-to-date and setting the benchmark for banking norms and other customer centric service industries.
• Upgrades customer experience with Complaint centre and ensure efficient complaint resolution process, empowered escalation matrix and complaints aging control.

Minimum Qualifications:

• Degree in Business, Banking, Finance, Economics or Financial Accountancy.
• Customer Service Skills
• Awareness of bank’s product and different bank channels procedures.

Minimum Experience:

• 5+ years of Experience in customer service or process improvement field preferably in banking sector or telecom.

Job specific Skills:

• Effective communication skills.
• Very good interpersonal skills.
• Creativity
• Attention to details