External & Internal Feedback Officer at Polaris Bank Limited

Job Description

• Design and deploy survey for key customer segment and conduct external daily customer satisfaction surveys on key customer across touch points/channels (Branch, VULTe, ATMs, VULTe for Business, USSD & Polaris Xperience).
• Analyze, report survey responses and identify pain points, service issues and areas of improvements for the channels.
• Carry out and review feedback from Internal Customer Satisfaction Survey and IT services survey biannually and report identified pain points, service issues and area of improvements
• Launch and deploy surveys on; Internal Process improvements, general products & and market research as may be requested by internal stakeholders.
• Collate, analyze and report survey feedback for escalation to stakeholders.

Preferred Skills and Experience / Requirements

• Minimum of 3 – 4 years’ relevant experience
• Proficiency in Microsoft Office Suite
• Good writing/numeracy/ analytical and time management skills.