Customer Experience Manager

Team Member-Customer Experience-HO & SUPPORT-Customer 360

The team member is responsible for designing, implementing, and managing the metrics, analytics, and feedback systems that track and assess the customer experience across various touchpoints within the bank. This role involves leading teams to analyze data, identify concerns and areas for improving, and collaborate with cross-functional teams to enhance customer experience. To play a critical role in ensuring that measurement is continuous, customer feedback is shared with business teams and able to drive business decisions.

 

Key Responsibilities:

ü  Customer Experience Strategy and Metrics:

o   Define key performance indicators (KPIs) related to customer satisfaction - Net Promoter Score (NPS®), Customer Effort Score (CES), etc.

o   Build and manage dashboards for tracking and reporting CX performance.

ü  Data Analytics and Insights:

o   Oversee the collection and analysis of customer feedback from TNPS® and RNPS® surveys.

o   Analyse the open ends to identify trends, pain points, and opportunities for improving customer interactions.

o   Prepare clear insightful reports and presentations summarizing findings and recommended actions.

ü  Customer Feedback Management:

o   Lead the customer feedback process, ensuring that feedback is collected systematically across all channels.

o   Work with product, marketing, and service teams to ensure customer feedback is addressed.

o   Manage third-party vendors who support customer experience surveys and measurement systems.

 

Required Skills & Qualifications:

·         Bachelor’s degree in Business, Marketing, Data Analytics, or a related field (Master’s preferred).

·         7+ years of experience in customer experience, data analytics, or a related field, with at least 3 years in a leadership role.

·         Expertise in customer experience measurement frameworks (NPS, CES, etc.).

·         Strong analytical and problem-solving skills, with the ability to interpret complex data and translate it into actionable insights using Powerpoint.

·         Proven track record of leading cross-functional initiatives that drive customer satisfaction and business results.

·         Experience with CX tools and platforms (e.g., Qualtrics, etc.).

·         Excellent communication and presentation skills.

·         Ability to work in a fast-paced, dynamic environment and manage multiple projects simultaneously.

 

Preferred Qualifications:

·         Master’s degree or MBA.

·         Experience in customer experience management within a large, matrixed organization.

Experience Level

Executive Level