AVP- CX Analytics & Reporting

JOB PURPOSE:

The role holder is responsible for executing operational tasks related to survey management service metrics monitoring and data reporting. The position ensures the accurate collection analysis and delivery of insights to improve customer experience and support decision-making across business units.

Key Responsibilities:

1. Service Metrics Monitoring:

• Collect track and report service KPIs across customer channels and business units.
• Highlight performance gaps and assist in implementing corrective actions.
• Maintain data accuracy and integrity for all service performance metrics.

2. Survey Administration:

• Deploy customer surveys (e.g. NPS CSAT benchmarking) in coordination with the Team Leader.
• Analyze survey feedback and prepare detailed reports for stakeholders.
• Support focus groups and customer engagement surveys as required.

3. Data Analysis and Reporting:

• Conduct basic to intermediate data analysis to generate insights for customer experience improvements.
• Prepare and deliver reports and dashboards on a regular basis.
• Ensure timely and accurate delivery of reports to stakeholders.

4. Collaboration and Support:

• Coordinate with internal teams and external vendors to ensure the successful execution of surveys and data collection activities.
• Provide support to the Team Leader and Head of Customer Insights and Performance as needed.

5. Process Improvement:

• Identify opportunities to streamline data collection reporting and survey processes.

• Contribute to the enhancement of tools and methodologies used for data analysis and reporting.

KEY ACCOUNTABILITIES:

Strategy Development and Implementation

• Develops and direct the implementation of the functional strategy ensuring alignment to group strategy FAB vision mission and corporate objectives.
• Ensures that functional strategy and related strategic plans are developed and implemented which are aligned with the vision and mission of the bank.
• Ensures the provision of subject matter expertise for the assigned domain and provide counsel to FAB leadership on all related areas to facilitate the achievement of FAB strategy and functional strategies.
• Leads key Business process e.g. rethinking/ redesigning of key PBG customer processes fixing priority customer pain points highlighted through customer feedback or other key transformation initiatives
• Develops a roadmap for comprehensive redesign of acquisition and service processes
• Manages the full life cycle of project management including planning execution and handovers
• Designs and creates service standards and KPIs across all segments channels and customer touch points
• Accelerates adoption of customer service standards/metrics throughout the organization by training and coaching employees
• Defines employees training deliverables to help create a culture that is more customer service focused
• Assesses how well a delivered service conforms to customer expectations to quickly identify problems and to assess customer satisfaction
• Continually challenges the environment on service standards delivery processes and attitude towards the customers End to End experience
• Continuously fosters a more customer-centric culture within the organization by defining employee training and culture
• Forms a strong brand Advocacy environment where teams act as agents of change for the bank.
• Works closely with key partners to bring together data and insights related to customer experience across multiple delivery channels.
• Ensures continual search for innovative methods to leverage data and information to derive relevant insights such as emotional / conducting analysis using varied techniques by interpreting structured/unstructured customers feedback to translate the information in order to assist in informed decision making.
• Leads the development of programs to enhance customer experience by collecting customer feedback from various sources digital call centre online comments social media etc. and translating the data into actionable outcomes.
• Track & monitor the processes related to data gathering and analysis to ensure accuracy and efficiency in data analysis process and results.
• Oversees the data analysis processes to ensure thorough and meaningful analysis in order to facilitate development of fact-based compelling recommendations to drive consensus and strategic alignment.
• Ensures clear dissemination of information throughout the organization and delivers potentially sensitive and negative customer feedback in a constructive and professional manner
• Implements and continually enhances systems and practices used for managing and reporting customer experience performance data prioritization of improvement options reporting customer experience information in an engaging way including dashboards.
• Benchmarks and applies best practice customer analytic techniques. 
• Maintains an understanding of contemporary customer intelligence / experience design and implementation to ensure customer analytics drives optimal outcomes.
• Supports the design and implementation of various initiatives executed by the Customer Experience team
• Works with key stakeholders including process owners management IT and staff to ensure all Customer Experience team initiatives are fully implemented into the department
• Collaborates with Senior Managers to successfully support department objectives

Leadership

• Act as a role model and drive adherence to organisational values and ethics by employees of the assigned function to ensure the establishment of a value driven culture within the bank.

Change Management

• Lead the management of change through continuous improvement of functional systems processes and practices considering global standards and changes in the business environment which demand proactive action plans.
• Proactively identifies and provides solutions for any strategic delivery risks and issues
• Defines and maintains list of initiatives and cascades FAB-wide transformation initiatives as required
• Articulates and strategize transformation initiatives into an actionable roadmap across Businesses highlighted through customer feedback or other key transformation initiatives
• Delivers high quality output in a timely manner by checking the progress of the projects against timelines and output against the quality parameters set by the Group
• Ensures quality delivery by vendor as per the bank guidelines in case of outsourced development & delivery areas

Reporting

• Ensure that all functional reports are prepared timely and accurately and meet FAB requirements policies and quality standards.
• Package and present progress next steps and challenges regarding projects to the management as and when required
• Ensures timely program reporting is in place and distributed to key stakeholders/SPOCs in order to drive and influence informed decision making around priorities  
• Leverage central function support teams to implement the projects (IT Ops Credit etc.)
• Ensures quality delivery by vendor as per the bank guidelines in case of outsourced development & delivery areas
• Proactively identifies and provides solutions for any strategic delivery risks and issues

Qualifications :

Minimum Qualification

• Bachelors Degree

Minimum Experience

• 5 - 10 years  

Remote Work :

No

Employment Type :

Full-time