17 May 2018

Co-operative Bank Job Vacancy : Customer Experience Manager

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Are you looking for an employer who promotes individual excellence and mutual respect in a team-driven culture with a key focus on social empowerment? The Co-operative Bank of Kenya, “The Kingdom bank” is the place for those looking to new horizons.

‘The customer’ is central to all your decision making. You quickly think of ways to not only track customer experience but also devise new initiatives and engagements that ensure customer’s needs are exceeded at all times. You are a people person, you think on your feet and stay on top of key assignments and deliverables.

Reporting to the Head – Customer Experience, the role holder will be responsible for assisting the head of customer service in driving the Bank’s Customer Experience Strategy for increased wallet share, repeat business and customer retention.

The role holder will also be required to ensure continued improvement and implementation of customer experience and service policy at all levels as well as ensure that quality customer experience and service standards are maintained at all customer touch points within the bank.

Customer Experience Manager Job Responsibilities

  • Support the head of customer experience in driving the banks customer experience strategy to support growth and efficiency across the business.
  • Drive service excellence through team of customer experience partners and ensure delivery of outstanding services in branch network as well as head office and other support departments.
  • Ensure adherence to quality customer service standards and the service policy at all customer touch points within the bank for both external and internal customers through training and monitoring of compliance to the same across the bank network.
  • Ensure implementation of effective service delivery measures and tracking of SLAs across supported areas.
  • Provide support to business in addressing and closing identified gaps and ensuring the same are adequately followed through and resolved.
  • Champion service campaigns with the support of customer experience partners to enhance customer loyalty and embed service culture across the business.
  • Share best practices, nuggets and other relevant material with the business to drive the right service behavior.
  • Ensure active QMS monitoring in branch network for efficient service delivery to our customers
  • Monitor and oversee adherence to interlinked business SLA’s for improved Customer Experience.
  • Report to business and stakeholders regularly on Customer Experience performance including relevant updates for supported areas.

Requirements for the Customer Experience Manager Job

  • A Bachelor’s degree preferably in a business related field from a recognized University with at least 3 years progressive work experience in a similar role within a dynamic service organization.
  • Assertive, well informed and knowledgeable on customer service matters and market trends.
  • Demonstrable experience and competencies on implantation of customer experience strategies.
  • Strong communication and presentation skills and excellent analytical and reporting skills.
  • Good team leadership skills and must demonstrate agility in approach, decision making and innovation and problem-solving.
  • The ability to handle pressure and difficult situations with resilience, calmly and effectively.
  • Good knowledge of bank products, services and banking regulations and statutory requirements.

How to Apply

If you are confident that you fit the role and person profile and you are keen to add value to your career then please forward your application enclosing detailed Curriculum Vitae to [email protected] indicating the job reference number CEM/RBB/2018 by 25th May, 2018.

We are an equal opportunity employer.






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