Job Description
Job Purpose:
Ensure all journey designs are customer centric and respond to client feedback and needs Able to produce and exercise rigorous test procedures and recognize errors Undertake and present user experience research to feed into the design to ensure the optimal user experience Understand and review of the customer journeys end-to-end Foster innovation and customer and audience focus to ensure the Department's digital experiences are contemporary, innovative, and meeting customer needs Detect and track digital / processes defects and inconsistencies. Work with Digital Squads to provide timely solutions where gaps identified Foster customer and frontline feedback to enhance customer experience Analyze client's data / information of NPS, Feedback, Complaints, interactions to address issues and pain points to enhance customer experience Responsible for running and delivering all CX projects under the umbrella of respective Tribe Ensure that all deliverables are delivered on-time and within scope Continuously enhance the client interactions and journeys within the respective tribe Provide approval on concepts, designs, comms inline with CX & CPR guidelines Establish and maintain relationships with third parties/vendors Drive better CX across all relevant channels and touchpoints
Key Result Areas
Improve customer satisfaction through improved digitized experiences Improved CX through key participation in journey design and testing impacting client experience Enhances CX metrics across the board
Knowledge, Skills and Experience
Should be professional, proactive and customer centric. Courteous and respectful in communication while being empathetic & sensitive to customer needs Strong Analytical ability to analyze and comprehend situations and data to provide logical insights, resolutions and recommend process and product improvements Should possess exceptional abilities to handle complexities of stakeholder engagement with regards to problem resolution In depth understanding of Retail Banking products and services, processes and system complexities
