Customer Experience Unit Head at Guaranty Trust Holding Company Plc(GTCO)

Overall Responsibility

• The Customer Experience Unit head is responsible for developing and implementing strategies useful in ensuring interactions with customers reflects positively on the organization, monitor the activities of the Touch Points to ensure compliance with set standards of courtesy and professionalism as well as improve customer relationship, satisfaction & loyalty.

Job Description

• Identify opportunities for enhanced service delivery through e-channels and technology in order to optimize customer experience
• Take ownership of customer issues and follow problems through to resolution with focus on identifying root causes
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Keep ahead of industry developments and apply best practices to areas of improvement
• Advise senior management on customer satisfaction measures, customer experience strategies initiatives and emerging issues to enable a customer centric strategic decision and environment
• Lead and direct specific customer research programs and other forms of customer engagements, understand key concerns and issues in order to enhance customer experiences and service delivery
• Drive the development of customer service culture across the bank supported by effective policy and monitoring

Skills & Knowledge

• Bachelor’s Degree in  Business Administration, Management Studies, or in a related discipline.
• Good knowledge of customer service software, databases, and tools
• 4-6 years’ experience in the field of customer service or marketing
• Great communication and customer service skills
• Great organizational, time management and problem-solving skills