Consultant, Customer Experience at Stanbic IBTC

Job Description

• Responsible for defining, understanding and adherence to our service standards across the network by making sure that our service touch points are adequately equipped to deliver service optimally.
• Responsible for defining recovery strategies due to service failures as well as service monitoring at different customer touch points.
• Responsible for coordinating service measurement interventions (ISS, Mystery shopping Voice of customer survey etc).
• Track and report trend of exceptions and exceptional service identified in the network.
• Coordinate stakeholder engagement for the team ( Post mystery shopping engagement, post ISS etc.)
• Track and report trend of exceptions and exceptional service identified in the network.

Qualifications

• B.Sc in any related field.
• Professional Certification can be an added advantage.

Experience: 

• Minimum of 5 years experience in customer experience/customer facing related roles.

Additional Information:

Behavioural Competencies:

• Interacting with People
• Interpreting Data
• Managing Tasks
• Meeting Timescales
• Upholding Standards.

Technical Competencies:

• Creative Mindset
• Excellent interactive and assertive skill
• Attention to detail.
• Good innovative skills
• Good Excel and Power Point skills.