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 closureWork closely with the business teams to evaluate the impact of improvement initiativesWork 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 pointsReview Service Quality Controls on pre-set standards and aim at stretching the bar for customer satisfactionEngage 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 SkillsAwareness 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