CX Engagement & Communications Manager at First Bank

DUTIES & RESPONSIBILITIES

• Working closely with Head CX engagement and strategy to curate corporate and internal communications, stay responsible for managing and executing high-impact, bank-wide communications that engage and empower our employees and customers and communicate critical information to employees and customers.
• Develop a robust, comprehensive employee and customer communications plan in support of the bank’s CX strategy.
• Collaborate with other stakeholders to ensure the CX change management permeates through products, processes, SOPs, decision-making. 
• Jointly develop and execute a CX leadership communications strategy to ensure clear and consistent messaging across the bank.
• Maintain an ongoing, line of sight engagement strategy around the bank’s CX strategic goals and initiatives.
• Develop a platform and process for creating messages, scripts, and presentations for senior leadership.
• Distill complex information into engaging content for presentations and messages to a variety of audiences.
• Ensure CX communications are consistent and integrated with external and marketing communication initiatives.
• Work with stakeholders in multiple functions to align messaging for CX initiatives and programs.
• Grow customer engagement across channels, maximizing opportunities across customer touchpoints.
• Capture voice of the customer via the employee by enabling frontline employees to provide feedback, ideas and suggestions on the customer experience.
• Leads and manages team member on CX engagement bank-wide events/projects such as CX day, CSW week, CX Webinars etc. 
• Ensure the utilization of, and continuously evolving, best-in-class methodology to shorten the change curve (continuously learning touchpoints, cultural reinforcement, champion development, visibility/transparency).
• Co-develop and support the deployment of educational content and resources tailored for all cadre of staff to ensure CX maturity path evolution.

JOB REQUIREMENTS

Education 

• Minimum Education:    First degree in related discipline, Higher Degrees/Professional Certification

Experience 

• Minimum experience – 5-years relevant experience in the Banking or other relevant Industry

Experience in Customer Experience and Customer Engagement