Manager, Customer Insights & Performance

KEY RESPONSIBILITIES

Strategic Support and Execution Assist in implementing the Service Monitoring and Customer Insights roadmap as defined by the Head of the function Ensure effective execution of customer experience strategies and initiatives across business groups Collaborate with the Head to set priorities milestones and deliverables for projects and initiatives

Service Metrics and Performance Monitoring

Oversee the day-to-day monitoring and reporting of service KPIs across all channels and products Identify trends performance gaps and improvement opportunities escalating issues as needed Ensure the accuracy and timeliness of performance data shared with stakeholders

Survey Management

Manage the execution of customer surveys including NPS CSAT and benchmarking surveys ensuring alignment with objectives Coordinate with internal teams to deploy surveys analyse feedback and deliver actionable insights Support focus group activities and customer engagement surveys to gather deeper insights

Data Analytics and Reporting

Preparation of reports and dashboards ensuring data accuracy and timely delivery Perform data analytics to identify actionable insights for business groups Provide summaries of customer insights to guide decision-making by senior management

Collaboration and Communication

Collaborate with stakeholders including IT operations and marketing to ensure the seamless implementation of projects

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 CBG customer processes fixing priority customer pain points highlighted through customer feedback or other key transformation initiativesDevelops a roadmap for comprehensive redesign of acquisition and service processesManages the full life cycle of project management including planning execution and handoversDesigns and creates service standards and KPIs across all segments channels and customer touch pointsAccelerates adoption of customer service standards metrics throughout the organization by training and coaching employeesDefines employees training deliverables to help create a culture that is more customer service focusedAssesses how well a delivered service conforms to customer expectations to quickly identify problems and to assess customer satisfactionContinually challenges the environment on service standards delivery processes and attitude towards the customer s End to End experienceContinuously fosters a more customer-centric culture within the organization by defining employee training and cultureForms 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 amp 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 mannerImplements 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 teamWorks with key stakeholders including process owners management IT and staff to ensure all Customer Experience team initiatives are fully implemented into the departmentCollaborates with Senior Managers to successfully support department objectives

Job Context

On time delivery of projects Achievement of no of projects targetSmooth operation of projects amp project managementTimeliness and accuracy of reportsOverall customer engagement strategyCustomer journey roadmapAchievement age of customer journey initiatives planned for the yearCustomer loyalty measures e g NPS Increased operational efficiencyFrameworks Boundaries amp Decision Making AuthorityFunctions within the framework and boundaries of Group policies as well as overall organisational and governance frameworks Authorised to take decisions as per the approved authorisation matrix

REQUIREMENTS

QUALIFICATIONSMinimum QualificationBachelor s DegreeMinimum Experience5-10 years