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Description:

Job Purpose

The Customer Experience Officer will be responsible for improving customer satisfaction by handling complaints, analyzing feedback, and supporting initiatives that enhance the customer journey. Support the development and implementation of customer feedback systems and service recovery strategies. Work closely with front-line staff to uphold high service standards and improve the overall customer journey. Be responsible for evaluating customer interactions and service quality through mystery shopping, customer surveys, and branch visits. Assessing customer service standards, gathering feedback via telephonic surveys, and conducting branch visits to ensure compliance with customer experience guidelines.

Summary of Key Responsibilities: 

• Conduct mystery shopping visits (physical and digital) to assess service quality at branches.
• Evaluate customer handling, staff behavior, process adherence, and service gaps.
• Promote and cross-selling banking product.
• Attend to customers personally where necessary and provide feedback on customer’s needs and complaints.
• Assist in supervising deposits counter services operations.
• Supervision and control of daily physical cash balancing.
• Ensuring all cash registers and records are properly written-up.
• Serve customers by exchanging, receiving and paying out cash at counter.
• Attend to opening of accounts and ensure documentation is in order.
• Prepare detailed reports with actionable recommendations for service improvement.
• Conduct telephonic surveys to assess customer satisfaction and gather feedback.
• Ensure accurate documentation of survey responses and analyze trends to identify areas for improvement.
• Share insights with relevant stakeholders for service enhancement.
• Conduct branch visits to evaluate customer service standards, facility cleanliness, and staff performance.
• Ensure adherence to customer experience guidelines and report any deviations.
• Provide feedback and recommendations for improving customer interactions and service delivery.
• Maintain records of mystery shopping assessments, survey feedback, and branch visit findings.
• Collaborate with internal teams to address customer experience issues and drive improvements.
• Present periodic reports to management with insights and suggestions for service enhancement.

Required Skills and Competencies

• Strong communication skills
• Good analytical skills
• Problem solving skills
• Good conflict-resolution skills
• Confident, Pleasant personality and friendly.
• Interpersonal skills.
• Excellent verbal and written English.
• Ability to build a good relationship with customer

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Primary Areas of Accountability: