About
Job Purpose:
- Ensure all journey designs are customer centric and respond to client feedback and needs.
- Able to produce and exercise test procedures and recognize errors on new and existing journeys.
- Undertake and present user experience research to feed into the design to ensure the optimal user experience.
- Understanding of the customer journey end-to-end.
- Understanding of Consumer Protection Regulation and how it can be integrated in journeys, communication, and for new products & services.
- Foster innovation and customer centricity to ensure the Department’s digital experiences are contemporary, innovative, and meeting customer needs.
- Detect and track digital/process defects and inconsistencies through Voice of customers.
- Provide timely solutions where gaps identified and implement.
- Foster customer and frontline feedback to enhance customer experience through journey enhancement, digitalization, and process improvement.
- Analyze client’s data/information to enhance customer experience.
- Responsible for running and delivering all projects under the umbrella of RBG CXCG.
- Ensure that all projects are delivered on time, within scope, and within budget.
- Assist in the definition of project scope and objectives, involving all relevant internal stakeholders and ensuring technical feasibility.
- Develop a detailed project plan to monitor and track progress.
- Establish and maintain relationships with third parties/vendors.
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Key Result Areas
- Improve Customer Satisfaction and Net Promoter Score through improved digitized experiences.
- Improved CX through key participation in journey design and testing impacting client experience.
- Enhance CX metrics across the board.
- Collaborate closely with other team members and stakeholders.
- Interact with customers and analyze their feedback.
- Work across all levels, functions, and divisions to enhance service standards.
- Escalate concerns to management when required.
Requirements
- Should be professional, proactive, and customer centric. Courteous and respectful in communication while being empathetic & sensitive to customer needs.
- Strong analytical ability to analyze and comprehend situations and data to provide logical insights, resolutions, and recommend process and product improvements.
- Should possess exceptional abilities to handle complexities of stakeholder engagement regarding problem resolution.
- In-depth understanding of Retail Banking products and services, processes, and system complexities.
