Head of Customer Experience x 1-NATIONAL BUILDING SOCIETY 

Vacancy : Head of Customer Experience

The purpose of the Customer Experience department is to raise the bar  on customer outcome 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

DUTIES AND 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 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 behavior and preferences
• Collect and analyze data to make well-informed business decisions
• Create and implement analytics across customer 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
• Motive team members to meet company goals and push for success
• Submission  of necessary reports and returns to ExCom , board and regulatory authorities
• Ensure that the customers voice is heard in the boardroom
• Develop and motivate a CX team to track customer experience against key performance indicator

QUALIFICATIONS AND EXPERIENCE

• Minimum bachelor’s degree in business management or equivalent
• At least 10 years of related experience required , with prior management experience highly preferred
• Masters in business administration or masters 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