Job Purpose Statement

The Customer Experience Design Lead is responsible for our customer’s end-to-end and future-state journey. CX Design Lead is a collaborator and cultivator who works with partners across the organization and stewards our experience vision in a way that harmonizes the delivery of our collective experience efforts. This includes efforts to close competitive gaps and leapfrog in the marketplace. Additionally, the CX Design Lead ensures all teams are aligned with the CX journey vision for projects and efforts they are accountable for.

Ideal Job Specifications

Academic:

• University degree Upper 2nd Class Honors or 3.0 GPA

Professional:

• Proficient in use of relevant MS Office applications and statistical packages.
• Certification in Quality Assurance an added advantage
• Certification as a research analyst
• Quality Assurance experience an added advantage

Desired work experience:

• At least 6 years working experience in a customer service environment and/or customer insights & analytics
• Familiarity with both quantitative and qualitative research methods + research best practices.
• Hands-on experience in building data-driven models and dashboards

Job Purpose Statement

Responsible for analysis of Quality data to generate reports and insights that support to the CX partners, tracking of daily compliance to assigned Bank processes and procedures and working with the CX Business partner to identify areas of intervention. 

Ideal Job Specifications

Academic:

University degree Upper 2nd Class Honors or 3.0 GPA

Professional:

• Proficient in use of relevant MS Office applications and statistical packages.
• Great self-drive and meeting of deadlines.

Desired work experience:

• At least 3 years’ working experience in banking, preferably in a customer service role
• Branch experience would be an added advantage

Bank Core Value Behaviours (Performance Drivers)

• Open
• Trusted
• Responsive
• Driven