Unit Head, Insights & Analytics at Proten

Job Role

• Develop an effective and unified Model and to measure and analyse VOC, VOE & VOB in a bid to transform the Bank’s customer experience.
• 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.
• Use Predictive analytics to establish key proactive measures to achieve business impact and boost customers loyalty and retention.
• Identify data, technology and interactive tools required to acquire, store and provide KPIs at the various levels  across the organization

Functions and Responsibilities

• Provide leadership and direction for the team to ensure quality in service delivery and provide integrated view of the team’s objectives in line with the Bank’s goals and objectives.
• Drive and own the team's strategy and execution roadmap covering all relevant functions to govern the end-to-end framework and ensure accountability for results
• Provide 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 journeys analytics via all touchpoints
• Establish performance and satisfaction metrics for defining excellent relationship with the customer
• Lead the review, research, analysis, and comparison of competitive landscape, leading practices, and drivers of customer experience in the industry.
• Review customer’s behaviour and activity to derive insights on key drivers to enhance customer’s experience across segments, products, processes, and services
• Review Performance data to monitor adoption of customer experience standards across all our customer journeys, business processes, and touchpoints
• Review performance dashboards on power BI to derive insights and drive business process improvement initiatives to steer implementation across channels and journeys
• Develop and implement training in appropriate tools and techniques for effective insights & analytics.
• Ensure appropriate Management Information is available to support the CX Group and the Bank (Monthly, Quarterly, Annual etc. reports)
• Identify and prioritize actionable levers to improve the end-to-end   customer experience
• Monitor all the activities of the insights, analytics, segmentation and VOC/VOE/VOB team to meet group goals and KPI
• Perform other duties as assigned by 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 leadership/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
• Self-Management / Organizational skills
• Interpersonal Skills
• Good Oral & Written communication
• Self-motivated leader
• 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
• Qualifications
• Professional Requirements

Qualification

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

Minimum Experience

• Minimum of 10 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