Description

• Define and implement Client Experience journey design strategy to cope with the business needs
• Ensure holistic view of the client experience via design sessions, and via root cause analysis of complaints and issues data
• Deep understanding of our clients through research and analysis related to client loyalty; understand the competition
• Create client experience improvement plan and influence implementation of key initiatives to improve results and drive client loyalty
• Monitor and measure client service initiatives and ensure objectives are included within performance management processes
• Build highly effective, highly motivated team of colleagues and partners

Qualifications

• Degree holder in Quality Management, Finance, Statistics or related disciplines
• 8 years’ experience in service quality management or market research, preferably in banks or financial institutions
• A skilled stakeholder manager with track record leading strategic client experience programs and delivering client centric solutions
• Strong knowledge of research methodologies with in depth experience and understanding of voice of client
• Excellent team management and leadership gained in client centric operation, leading change processes to uplift the client experience
• The ability to envisage and deliver to strategic goals whilst also understanding the detail and the importance of operational frontline delivery
• Strong analytics capability to integrate multiple data sources to inform decisions to drive client experience and loyalty and determine root cause of problems