Requirements

• University Degree
  
• Professional Qualifications:
  
• CIM certification in customer experience is added advantage
  
• Work Experience:
  
• At least 2 years retail/ personal banking experience or equivalent
  

Financial 20%

• Cost savings from reduced risk exposure associated with service delivery failures
  
• Growth in customer life time value through superior service delivery
  
• Manage process improvement budgets utilization and vendor/partner relationships at the business level to ensure best business results and customer experience is achieved
  
• Manage inherent Risk in systems and process improvement initiatives to mitigate or minimize them and reduce the bank’s exposure.
  

Customer Engagement 40%

• Manage key micro marketing activities, including, implementation guidelines for in branch customer events and customer contact management.
  
• Ensure that NCBAU is a market leader in terms of clear communication to customers and compliance with any consumer protection legislation.
  
• Develop customer incentive and retention programs to ensure customer loyalty by aiming to be the best in customer service, winning customers through quality, friendliness and efficiency in service delivery
  

Internal business processes 30%

• Lead the bank’s customer experience strategy, ensuring compliance with regulatory requirements and driving timely resolution of customer feedback.
  
• Champion service excellence by implementing improvement initiatives, performance tools, and a strong service culture across all touchpoints.
  
• Drive business process improvement through data‑driven insights, SLA management, and customer journey optimization.
  

Learning and growth 10%

• Identify and manage staff training needs for processes, procedures and systems and make decisions on required staff training to be conducted to embed adherence and utilization
  
• Liaise with Human resources department to implement coaching and training solutions designed to intervene and improve customer service delivery with all stakeholders
  
• Manage personal learning and development against personal development plan.