HEAD OF CUSTOMER EXPERIENCE – National Building Society (NBS)

VACANCY:

If you are proactive, innovative, have prior financial services experience and want to be part of a growing institution, this opportunity could be for You!

ROLE SUMMARY

The purpose of the Customer Experience department is to raise the bar on customer outcomes and experience across the National Building Society (“NBS” or the “Society”). A key member of the Executive C-suite leadership team and strategic project leader. The incumbent will oversee the development and implementation of company-wide initiatives that improve customer relations and brand loyalty.

KEY JOB RESPONSIBILITIES

• Design and implement the process for service management across all Customer touch points.
• Encourage problem-solving, strategic thinking and customer-orientation amongst all staff in the Society
• Advocate for changes in other departments’ ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience.
• Measure and track ROI on identified transformation opportunities for customer experience along with driving a continuous process improvement culture
• Conduct research to find out more about customer behaviour and preferences.
• Collect and analyse data to make well-informed business decisions.
• Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels
• Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process
• Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels, and touchpoints in the customer journey
• Formulate the grievance redressal processes and policies for the Society to ensure timely closures
• Draft, implement, and execute policies and procedures to facilitate a quality customer experience
• Ensure consistent delivery across channels and improve customer journeys.
• Drive initiatives that increase customer satisfaction and build brand loyalty.
• Motivate team members to meet company goals and push for success.
• Submission of necessary reports and returns to ExCo, Board and regulatory authorities.
• Ensure that the Customer’s Voice is heard in the Boardroom.
• Develop and motivate a CX Team to track customer experience against key performance indicators QUALIFICATIONS AND EXPERIENCE REQUIRED
• Minimum-Bachelor’s degree in Business Management or equivalent.
• At least 10 years of related experience required, with prior management experience highly preferred.
• Master’s in Business Administration or Master’s in Business Leadership or equivalent
• Customer, Marketing experience or related
• Strong understanding of retail banking
• Excellent communication, negotiation, and leadership skills
• High proficiency in Zendesk, Asana, Power Bi and other CX related tools
• Strong business acumen.