Specialist; Service Excellence at NMB Bank Plc

NMB Bank Plc

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NMB Bank Plc Jobs 2024

Specialist; Service Excellence (1 Position(s))
Job Location : Head Office, Hq

Specialist; Service Excellence at NMB Bank Plc July 2024

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.

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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

Job opening date : 31-Jul-2024
Job closing date : 14-Aug-2024

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
ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED.