Senior Manager - Digital Service Customer Experience Strategy and Governance
Location
Dharmapala Mw - Mezzanine Floor
Closing Date
01/31/2023
Description
Forecast progressive targets via Periodical Readiness Reviews, Appraisals and actionable insights for making functional analytical capability improvements to drive business objectives.
Provide business insight in understanding the problem, structure and hypothesis to establish the outcome.
Conduct awareness program & readiness reviews, appraisals, training, coaching, and guidance to cross functional teams.
Enforce customer centric metrics with baseline studies; correlating quantitative, qualitative and benchmark KPIs for defining the applicability of driving customer experience.
Establishment of policies and objectives on complaint management to ensure customer experience
Plan, design, implement and take actions to continually improve complaint management and request monitoring processes and systems
Ensure that all set KPI on complaint management are achieved and take corrective action where necessary to achieve these goals
Implement best practices in resolution handling and initiate improvement projects to improve productivity of complaint management Teams, processes and quality of service provided
Represent all complaint management and Customer Experience related forums on behalf of Customer Experience.
Review and suggest recommendations to the empowerment guidelines and process to facilitate fast resolution at channel level or CRC level
Identify process / policy level levers impacting overall operational efficacy across Digital & Traditional channels and recommend quick wins and tactical improvements to respective channel and BU owners
Present a concise monthly report on findings / action points and status of actions taken by respective channel & BU owners to ensure implementation of recommendations
Identify and coordinate with business units and channel ops in creating performance dashboards to facilitate data driven business insights
Prepare roadmaps, investment papers and research on emerging technologies that would support business channels in CE
Communicates and works with business subject matter experts for continuous improvement of methodologies
Establish Customer Experience improvement parameters and publish Customer Experience Index across all BU teams at DS
Design, manage, review and improve all Digital Services product processes for Front Line (FL), Back Office to improve Customer Experience (CE) & ensure to cover end to end activity & fulfil customer requirement.
Asses process change feasibilities in terms of system, legal and customer experience perspective and manage stakeholders.
Mapping and sharing of customer journeys along with areas of opportunity for improvement by challenging the existing customer journey.
Establish partnerships between key stakeholders and across the business and develop cross functional processes to ensure a seamless customer experience.
Evaluate and implement new Customer Experience tools and automation such as BOT’s to improve Customer Experience and minimize service gaps and improve journeys
Entry Requirements
Degree in Business Management / Marketing or equal professional qualification, holding MBA would be an added advantage
Sound knowledge in Customer Experience in analytics and measurement / survey methodologies, digitization and tools