Team Lead, Insights at Proten

Job Role

Empower CX Key stakeholders and Executives with data driven insights to allow them to apply changes that will deliver experiences that delight customers and leverages innovations.

Functions & Responsibilities

• Review subject-matter expertise on leading practice frameworks for understanding customer engagement and behaviour
• Ensure the delivery of excellent customer experience in accordance with the company’s vision and leading practices, across its various channels
• Apply design thinking in mapping and creating seamless customer journey insights via all touchpoints
• Review the performance and satisfaction metrics for defining excellent relationship with the customer
• Conduct the review, research, analysis, and comparison of competitive landscape, leading practices, and drivers of customer experience in the industry
• Measure current state CX metrics and gaps vs. capabilities / offerings
• Leverage on business intelligence analytics to derive insights and drive business process improvement initiatives to steer implementation across channels and journeys
• Review customer’s behaviour and activity analytics and derive insights on key drivers to enhance customer’s experience across processes and services
• Review Performance data to monitor adoption of customer experience standards across all our customer journeys, business processes, and touchpoints
• Create performance dashboards on power BI  to derive insights and drive business process improvement initiatives to steer implementation across channels and journeys
• Ensure appropriate Management Information is available to support the CX Group and the Bank (Monthly, Quarterly, Annual etc. reports)
• Review the Voice of the Customer (surveys, social media, interactive sessions etc.) and provide insights on key drivers to enhance Customers Experience.
• Map SBU, VOC and CRM Analytics to get overall insights and a global view of Customer's experience in the Bank.
• Perform other duties as assigned by the Unit Head, insights and analytics and the Chief Customer Experience Officer

Required Knowledge, Skills & Abilities

• Ability to understand business objectives and align customer experience accordingly
• Excellent customer relationship Management
• Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centred design and performance management
• Proven experience designing and delivering human centred experiences
• Relevant experience leading customer experience transformation initiatives
• A good understanding of CX leading practices
• Thorough understanding of qualitative and quantitative research
• Proven supervisory and people management skills
• A good understanding of CX leading practices
• Thorough understanding of qualitative and quantitative research
• Strong negotiation and relationship management skills with ability to create support and buy-in across a wide range of stakeholders
• Excellent analytical and problem-solving skills
•  Service quality Management
• Presentation Skills
• Ability to manage multiple tasks
• Superior product knowledge
• Database Management

Generic Skills

• Initiative
• Analytical Skills/ Problem solving
• Organizational skills
• Interpersonal Skills
• Good Oral & Written communication
• Creative and innovative

Execution Skills

• Strategic thinking and foresight
• Interpersonal, networking and influencing skills
• Problem-solving and analytical skills
• Data-driven and an aptitude for technology 

Supervisory Skills

• People Management
• Excellent communication skills
• Stakeholders Management

Professional Requirements

Qualification

• Minimum of bachelor’s degree qualified in any discipline
• Any CX certification a plus

Minimum Experience

• Minimum of 6 year's related experience in customer experience; at least 4 years’ experience in a Bank/Financial Institution
• Demonstrated leadership skills from vision setting to strategy definition.
• Accustomed to public speaking and engagement both internally and externally
• Demonstrated ability to multi-tasks and focus on multi-projects delivery
• Significant experience in client facing role requiring stakeholder engagement and executive influence