Specialist- CX Analytics & Reporting – CIB (UAE Nationals Only)

Job Description

<p><strong>Job Purpose<br><br></strong></p><ul><li>The role holder is responsible for managing, developing and driving cross-functional programs that help transform customer experience and create the building blocks for a customer-centric organization</li><li>Implementing and measuring service standards across all touch points of customer’s interactions across all segments, channels, products and transactional functions. The role holder will adopt a customer-friendly approach with adequate controls thus influencing improvement in customer satisfaction</li><li>Implementing approach to effectively manage customer data and insights from all sources and channels, ensuring that best practice customer analytics techniques are employed.</li><li>Identifying trends and areas for potential experience improvement and monitoring and reporting performance against customer experience KPIs and service levels.</li><li>Supporting the Customer Experience team in reporting &amp; analysis requirements and in the development and implementation of various initiatives within business areas</li></ul><p><strong>Key Accountabilities<br><br></strong></p><p><u>Strategy Development and Implementation <br><br></u></p><ul><li>Designs and creates service standards and KPIs across all segments, channels and customer touch points</li><li>Accelerates adoption of customer service standards/metrics throughout the organization by training and coaching employees</li><li>Defines employees training deliverables to help create a culture that is more customer service focused</li><li>Performs regular CVP Audits across channels to gauge adherence to standards</li><li>Assesses how well a delivered service conforms to customer expectations to quickly identify problems and to assess customer satisfaction</li><li>Continually reviews customer touch points across all channels in order to access gaps where professional standardization is required.</li><li>Develops, monitors &amp; enhances internal / external SLAs, TATs, workflow, exception mgmt. process etc.</li><li>Collaborates with Analytics team to deliver regular reporting to senior management on key service performance measures</li><li>Continually challenges the environment on service standards, delivery, processes and attitude towards the customer’s End to End experience</li><li>Continuously fosters a more customer-centric culture within the organization by defining employee training and culture</li><li>Defines goals and key performance indicators for each member of the team and ensure effective implementation of the organization’s performance management process</li><li>Forming a strong brand Advocacy environment where teams act as agents of change for the bank.</li><li>Works closely with key partners to bring together data and insights related to customer experience across multiple delivery channels.</li><li>Ensures continual search for innovative methods to leverage data and information to derive relevant insights such as emotional / conducting analysis using varied techniques, by interpreting structured/unstructured customers’ feedback in order to translate the information to assist in informed decision making.</li><li>Leads the development of programs to enhance customer experience by collecting customer feedback from various sources digital – call centre, online comments, social media etc. and translating the data into actionable outcomes.</li><li>Track &amp; monitor the processes related to data gathering and analysis to ensure accuracy and efficiency in data analysis process and results.</li><li>Oversees the data analysis processes to ensure thorough and meaningful analysis in order to facilitate development of fact-based, compelling recommendations to drive consensus and strategic alignment.</li><li>Ensures clear dissemination of information throughout the organization, and delivers potentially sensitive and negative customer feedback in a constructive and professional manner for eg. via Mystery Shopping.</li><li>Implements and continually enhances systems and practices used for managing and reporting customer experience performance data, prioritisation of improvement options, reporting customer experience information in an engaging way including dashboards.</li><li>Benchmarks and applies best practice customer analytic techniques.</li><li>Maintains an understanding of contemporary customer intelligence / experience design and implementation to ensure customer analytics drives optimal outcomes.</li><li>Defines goals and key performance indicators for each member of the team and ensures effective implementation of the organization’s performance management process</li><li>Develops talent within the team by providing guidance and coaching to achieve the defined goals</li><li>Conducts ongoing analysis, reporting and feedback distribution of customer surveys</li><li>Conducts data gathering and research activities for relevant stakeholders</li><li>Performs in-depth data mining and process mapping where needed</li><li>Continually reviews current and existing customer touch points, channels and processes to identify areas of improvement and efficiency</li><li>Supports the design and implementation of various initiatives executed by the Customer Experience team</li><li>Works with key stakeholders including process owners, management, IT and staff to ensure all Customer Experience team initiatives are fully implemented into the department</li><li>Collaborates with Senior Managers to successfully support department objectives</li></ul><p><u>Leadership<br><br></u></p><ul><li>Act as a role model and drive adherence to organizational values and ethics by employees of the assigned function to ensure the establishment of a value driven culture within the bank.</li></ul><p><u>Change Management<br><br></u></p><ul><li>Lead the management of change through continuous improvement of functional systems, processes and practices taking into account global standards and changes in the business environment which demand proactive action plans.</li><li>Proactively identifies and provides solutions for any strategic delivery risks and issues</li><li>Defines and maintains list of initiatives, and cascades FAB-wide transformation initiatives as required</li><li>Articulates and strategize transformation initiatives into an actionable roadmap across Businesses highlighted through customer feedback , or other key transformation initiatives</li><li>Delivers high quality output in a timely manner by checking the progress of the projects against timelines and output against the quality parameters set by the Group</li><li>Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development &amp; delivery areas</li></ul><p><u>Reporting<br><br></u></p><ul><li>Ensure that all functional reports are prepared timely and accurately and meet FAB requirements, policies and quality standards.</li><li>Package and present progress, next steps and challenges regarding projects to the management as and when required</li><li>Ensures timely program reporting is in place and distributed to key stakeholders/SPOCs in order to drive and influence informed decision making around priorities </li><li>Leverage central function support teams to implement the projects (IT, Ops, Credit, etc.)</li><li>Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development &amp; delivery areas</li><li>Proactively identifies and provides solutions for any strategic delivery risks and issues<br><br></li></ul><strong>Qualifications<br><br></strong><p><strong>Minimum Qualification<br><br></strong></p><ul><li>Bachelors Degree in any related field</li></ul><p><strong>Minimum Experience<br><br></strong></p><ul><li>5 years</li></ul>