Specialist; Service Excellence Job Opportunity at NMB Bank | August 2024

Job Location : Head Office, Hq
Job Purpose:
Responsible for understanding and improving the end-to-end service experience across various touchpoints and channels.
Main Responsibilities:
Mapping of all customer journeys across all channels to visualize the entire customer journey from initial contact to post-service support.
Analyze customer feedback, data analytics, and market research to identify pain points and areas for improvement in the customer journey.
Collaborate with cross-functional teams including marketing, sales, product development, and technology to align strategies and initiatives with the customer journey.
Develop and implement strategies to optimize customer journeys, including process improvements, technology enhancements, and personalized communication tactics.
Continuously monitor and iterate on customer journeys based on feedback, data insights, and industry best practices.
Communicate regularly with stakeholders to provide updates on customer journey initiatives, gather input, and secure buy-in for proposed changes.
Provide training and support to internal teams to ensure alignment with customer journey objectives and standards.
Stay informed about relevant regulations and compliance requirements related to customer interactions and ensure adherence to industry standards.
Knowledge and Skills:
Knowledge of banking products and systems
Strong analytical skills with the ability to interpret data and draw actionable insights
Proficiency in journey mapping tools and software
Familiarity with customer-centric methodologies such as Design Thinking or Lean Six Sigma is a plus
Good communication and interpersonal skills
Qualifications and Experience:
Bachelors degree in marketing, business administration, IT or related field
Masters degree is an added advantage.
Certification in customer journey mapping is required.
2 years’ experience in customer experience, product development or process improvement
Proven experience in customer journey mapping, or related roles

NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender balanced workforce.
Female candidates and people living with disabilities are strongly encouraged to apply for this position.

NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.

Only shortlisted candidates will be contacted.
Job opening date : 31-Jul-2024
Job closing date : 14-Aug-2024