Gambia Head, Customer Experience
Access Bank PLC, Gambia

Job Role:

• Drive the overall customer experience strategy for Access Bank in the Subsidiary to create and deliver a seamless customer experience.
• Take full ownership and responsibility for driving the delivery of the customer experience across all touchpoints while ensuring the service culture is embedded in the Country’s Business Units to drive excellence in both development and delivery of customer journeys.

Functions amp; Responsibilities

Service Strategy

• Communicate service framework to all business units to ensure common understanding of CX purpose, service standards and expected service behaviors.
• Ensure Core-CX governing practices are communicated to the business units and buy-in is secured.
• Work with the different business units to understand their strategy and articulate the CX sub-strategy with full roadmap.
• Develop full Customer Journeys and micro-journeys catalogue.
• Develop CX Framework and SOPs.
• Ensure Core-CX governing practices are communicated to all and buy-in is obtained.
• Drive VOC, NPS, CSAT, CRM and Complaints Management solution.

Service Culture

• Define the CX KPIs to be measured and tracked for Products and Channels by Business Units
• Engage front line and back-office staff to ensure CX standards and behaviors are adhered to and reframe their mandates.
• Provide adequate training and coaching methodology.
• Provide Insights to the business units to compel systematic actions in CX improvement and product offerings adaptation/creation.
• Identify the critical customer journeys and drive customer segmentation to deliver personalized service based on convenience and preferred communication platform.
• Collaborate with all disciplines to improve customer experience that will in turn deliver a positive Pamp;L impact.

Brand Ambassador and Customer Advocate

• Serve as the customer voice in all decisions related to products and services.
• Own the customer journeys and carry out audits with customers to identify gaps and pain points and provide insights into potential business added value.
• Drive the systematic problem identification and problem solving across the organization.
• Ensure appropriate CX recovery is put in place while driving the ownership in the front-line staff in terms of CSAT.
• Ensure 360 feedback loop is performed with real time tracking and solution.
• Develop the customer communication plan on all critical touchpoints to increase transparency and reduce unnecessary friction due to lack of information or lack of understanding of information.
• Participate in CX committees as needed.
• Monitor trends in the industry to inform ongoing customer experience decisions and ensure best practice transfer.
• Provide a platform for the bank to be known and recognized for service excellence.

People Management

• Drive cross functional engagement with Business Units to identify key processes for improvement.
• Ensure stakeholder mapping for effective engagement for CX initiative delivery and tracking.
• Influence the people management across the business units in the country to ensure CX is central to team performance.
• Hold Business Units accountable for CX and ensure ownership of customer journeys.

Requirements

Skills / Competence Requirements

Required Knowledge, Skills amp; Abilities

• Empathetic change enabler
• Ability to drive collaboration at all levels.
• Solid Customer Orientation, Core understanding of LCM and customer needs
• Solid grasp of Insights as a CX driver
• Solid Experience in CRM practices
• Commitment to company values and vision
• Strategic thinking and foresight as well as functional understanding of journey mapping, profiling, segmentation, and analytics interpretation
• Data driven mindset with aptitude for tech.
• Excellent time management and prioritization
• Ability to translate business objectives.
• Ability to work with a diverse group of people.
• Ability to influence at C-suite and below.
• Strong consultation, facilitation, and negotiation communication skills
• Represent the company in external contexts.

Generic Skills

• Strategic Focus/ Orientation
• Integrity and Discretion
• Initiative/ Proactive
• Entrepreneurship
• Analytical skills / Problem solving.
• Resilience, Tenacity, and Integrity
• Interpersonal skills
• Communication (oral amp; written)

Management Skills

• Manage by Obje

Job Rewards and Benefits