Job Purpose:

The role holder will be responsible for delivery of a holistic Voice-of-Customer and Customer Insights Programme to embed a data-led, customer-centric culture in Equity group.

This role will also be responsible for CX KPI monitoring and tracking, working cross-functionally to ensure that we are capturing the voice of customers across all customer interaction points and subsidiaries and generating strategic customer and market insights to drive a best in class experience model.

Key Accountabilities (Duties and Responsibilities) 

Financial (25%)

Implement a Consumer Experience Analytics framework that will continuously deliver:

• Optimal efficiency, compliance and cost containment through reduced exposures to and impact of risks associated with service provision in line with Bank policies, regulatory guidelines, Consumer protection act (Kenya) and any other consumer guidelines as guided by country of operations
• Improved customer lifetime value through continuous improvement in service delivery
• Insights to discover potential product and channel issues/trends that will be used to drive product uptake and channel utilization

Internal business processes (35%)

Data driven insights 

• Prepare insightful scheduled CX reports to drive the right outcomes aligned to the overall Group strategy
• Understand business objectives and participate in the design of internal and external Customer Insights strategies to discover customer trends and opportunities for action
• Implement standardized VOC benchmarking methods and techniques to be used to generate strategic data insights
• Implement qualitative and quantitative VOC plans for all Group products and channels
• Implement VOC collection tools as required
• Interpret research data and work with stakeholders to translate these into actionable recommendations
• Manage requirements and quality of report inputs and outputs
• Ensure timely cascade of VOC reports to all stakeholders

Engage

• Work with CX business partners and other stakeholders on solutions to address areas of improvement and innovation for excellence
• Track and analyse performance against set metrics

Collaborate  

• With stakeholders to drive continuous improvement towards service excellence and synergised efforts
• With stakeholder to develop automation capability for Customer Experience reporting
• With CX partners to execute CX strategies

Strategy 

• Ensure the voice of the customer is clearly articulated through data led initiatives
• Support with monitoring and tracking delivery of CX strategic initiatives

Regulatory 

• Ensure that any insights that speak to regulatory breaches are escalated for immediate action

Customer (25%)

Customer Touch Point Quality

• Drive CX measurement framework & metrics by implementing a logical and holistic framework that connects key metrics that impact customer experience to business outcomes
• Participate in development of data driven methodologies to follow the customer’s journey/ experience at all stages of the lifecycle, and recommend appropriate engagement strategies towards customer delight
• Generate strategic insights from service quality assurance audits and VOC studies done at all customer touch points to improve the customer’s experience.
• Track and report on impact of designed service improvement initiatives across CX KPIs

Learning and growth (15%)

Stakeholder empowerment

• Support in identification of CX training needs for stakeholders at various levels for customer success
• Manage personal learning and development against personal develop plan

Qualifications

Academic:  

• University degree Upper 2nd Class Honors or 3.0 GPA

Professional:  

• Experience in data analytics
• Experience in service delivery role
• Proficient in use of relevant MS Office applications and statistical packages
• Experience in Quality Assurance an added advantage

Desired work experience:  

• At least 3 years working experience in a customer experience, analytics or consumer insights environment

Technical Competencies:

• Knowledge of research methodologies and tools
• Excellent problem solving and analytical skills
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidance to consistently achieve required compliance standards or benchmarks
• Knowledge of MS Office applications and statistical packages.
• Planning and organizing skills for effective planning and execution of tasks and projects within timeframes and budget.

Behavioural Competencies:

• Ability to work independently, self-directed and solutions-oriented and should be able to carry him or herself.
• Attention to detail.
• Excellent interpersonal skills.
• Excellent written and oral communication skills
• Quality orientation to ensure reports are accurate and value adding
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
• Customer focus