Customer Experience Officer at Wema Bank Plc

Job Summary

Job Purpose To assess all customer touch points, identify gaps for service improvement initiatives and ensure behavioral standards are adhered to.

JOB RESPONSIBILITIES 

• Carry out periodic customer satisfaction and service quality index surveys (for both internal and external customers) and recommend appropriate trainings and development programs based on identified gaps. 
• Engage stakeholders on identified service challenges (i.e., feedback from measurement reports) and run periodic campaign to communicate service measurement attributes across Branches and SBUs. 
• Carry out research assessment and implementation of industry best practices and initiatives to drive continuous service improvement. 
• Obtain and analyze data from all service measurement tools (Check Market, Microsoft Forms, Customer Feedback and Service Level Agreements etc. 
• Create curriculum and training slides for service excellence training bank wide for frontline staff (operators and marketers). 
• Facilitate customer experience training for new intakes - Branch Service Associate (BSA). 
• Conduct periodic service audit (Spot Check) across the Bank’s physical touchpoint (Branch). 
• Review Mystery Shopping Grid and videos sent by external vendors to capture findings, justifications for ratings, underlined gaps and recommendations.
• Conception, initiation, and execution of customer experience initiatives. 
• Ensure timely delivery of review and report of Spot Check and Branch Visitation exercises. 
• Liaise with Business Process Re-engineering team to ensure all service improvement processes are reviewed and documented. 
• Engage relevant stakeholders on all service gaps/infractions recommendation/implementation of improvements initiatives /sanctions/rewards as required. 

Qualifications include: 

• Education: B.Sc. (any discipline) 
• Specialized knowledge: Good use of the Microsoft Office suites
• Skills: Writing, Analytical and Problem Solving
• Specialized knowledge: Knowledge of basic products and services in the banking industry 
• Abilities: Customer Service Orientation 

Benefits

• Healthcare
• Parental Leave (Paternity and Maternity)
• Year-End Bonus (13th month)
• Opportunities for professional development and growth
• Dynamic and collaborative work environment.
• Company Events
• Competitive Pay
• Leave Allowance