Customer Experience Officer at Coronation Securities Limited

Job Summary

• As a Customer Experience Officer, you will play a pivotal role in ensuring exceptional customer interactions and satisfaction. You will champion the customer's perspective across the organization, working to enhance their overall experience, build loyalty, and drive continuous improvement in our products, services, and processes.

Responsibilities

• Execute strategies to engage customers, build strong relationships, and create a positive emotional connection with the Coronation brand.
• Proactively reach out to customers to gather feedback on complaints and perform service recovery
• Deploy and analyze customer feedback, surveys, and behavioral data to gain insights into customer needs, pain points, and preferences.
• Use data-driven insights to identify trends and opportunities for improvement.
• Collaborate with cross-functional teams to identify areas where customer interactions can be enhanced, and processes streamlined.
• Propose and implement improvements to optimize customer journeys.
• Conduct training sessions for employees across departments to foster a customer-centric culture.
• Share best practices and techniques for delivering exceptional customer experiences.
• Analyze key customer experience metrics, such as CSAT, NPS, and CES, to track performance and identify areas for improvement.

Requirements

• Bachelor's degree in any discipline
• Minimum of three (3) years proven experience in a customer-focused role, preferably as a Customer Experience Officer or similar 
• Strong understanding of customer experience principles, strategies, and methodologies.
• Excellent communication skills, both written and verbal.
• Proficiency in using customer experience analytics tools.
• Problem-solving skills and the ability to find innovative solutions to complex challenges.
• Empathetic attitude and a passion for delivering exceptional customer service.
• Ability to influence and collaborate across departments.
• Proficiency in using CRM software and Microsoft Office Suite.

Benefits

• We offer a wide range of employee benefits including: competitive compensation package, robust rewards package, retirement benefit and tools designed to help you in building a sound financial future and flexible work arrangement.