Overview
Customer Experience Manager Jobs in Cairo, Egypt at Abu Dhabi Islamic Bank – Egypt
Title: Customer Experience Manager
Company: Abu Dhabi Islamic Bank – Egypt
Location: Cairo, Egypt
- Lead a team of Retail Service Quality Officers responsible for monitoring customer experience journey and compliance with banks standards across the banks different touch points and subsidiaries.
- Conduct regular mystery shopping exercises on the different bank channels including Branches, Call Center and Direct Sales Unit …. etc.
- Work with the customer’s knowledge insights team to identify action plans for top monthly, quarterly and annual customer’s issues across ADIB Egypt Group touch points
- Work closely with relevant stakeholders on enhancing the banks touch points (including branches, DSUs, Etc.) monthly KPIs to deliver targets and ensure extraordinary customer experience
- Work closely with internal stakeholders on action plans to elevate customer journey/satisfaction and monitor closely till closure
- Work closely with the business teams to evaluate the impact of improvement initiatives
- Work closely with the customer’s insights team to communicate the VoC or any related customer’s insights to internal stakeholders to deliver extraordinary customer journey
- Communicate regular feedback to branch managers to help them deliver best in class service and extraordinary customer experience.
- Coach and mentor the different bank’s touch points staff on any related customer centric knowledge, up-to-date bank standards and customer experience protocols.
- Report any negative retail look and feel feedbacks through customer’s interviews to concerned parties e.g. premises, general admin, Branch Managers
- Initiate and suggest new service enhancement ideas.
- Review all banks’ customer related procedures and ensure Customer Centric approach is at the heart of procedures and processes.
- Manage designing delightful customer journeys for ADIB products & touch points
- Review Service Quality Controls on pre-set standards and aim at stretching the bar for customer satisfaction
- Engage with team members in any related service projects that aim to enhance the customer experience.
- Search global and regional up-to-date banking and any related service industry standards to ensure bank standards are up-to-date and setting the benchmark for banking norms and other customer centric service industries.
- Upgrades customer experience with Complaint centre and ensure efficient complaint resolution process, empowered escalation matrix and complaints aging control.
Minimum Qualifications:
- Degree in Business, Banking, Finance, Economics or Financial Accountancy.
- Customer Service Skills
- Awareness of bank’s product and different bank channels procedures.
Minimum Experience:
- 5+ years of Experience in customer service or process improvement field preferably in banking sector or telecom.
Job specific Skills:
- Effective communication skills.
- Very good interpersonal skills.
- Creativity
- Attention to details