Customer Experience Manager

Job Purpose:

• The CX Manager - Complaints Governance will support the Head of Complaints Governance in functions related to management of all stages of bank wide complaints process across the bank.
• Will support by processing raw data & sharing feedback for the purpose of monitoring banks performance on complaints management.
• Will generate data, analyzes them to create and update trends for use by the relevant business units to ensure a cycle of continuous improvement in addressing customer pain points, and a comprehensive capture of data around it for departments guidance. In addition, he may be involved to handle/liaise with regulators & auditors on the bank wide complaints framework & process.
• Gathers, consolidate, analyze complaint cases and trends and support efforts to continuously enhance the complaints management process of the bank.
• Customer Experience Manager is responsible for creation and continuous improvement of service standards including service level agreements (SLAs) and overseeing and managing the complaints process of the bank. A CX Managers job also includes monitoring and reporting to the Senior Manco, the Banks adherence to the service standards and SLAs and ensuring the performance is continuously improved.
• Customer Experience Manager likewise takes a critical responsibility in providing objective and unbiased recommendations that will ultimately lead to improvement in current process and customer experience.
• Expected to embody and model the basic customer service standards expectations and thus is expected to positively influence peers from the bank into adherence to the Job Levelling matrix