Senior Officer - Customer Experience

Main Duties and Responsibilities • Handle customer complaints and escalations professionally and promptly, coordinating with branch managers and relevant stakeholders to ensure satisfactory resolution and keeping customers informed of progress and outcomes. • Respond to customer and internal emails and calls promptly and professionally, providing accurate information and addressing inquiries and concerns. • Document, consolidate and analyse customer feedback from complaints, surveys, service interactions and other channels to identify customer needs, trends and recurring pain points; conduct root-cause analysis and recommend sustainable solutions to prevent recurrence. • Monitor service quality metrics, including NPS, CSAT, CES, complaint trends and resolution turnaround times, highlighting performance gaps and recommending corrective actions. • Adhere to applicable regulatory requirements, internal policies and standards relating to consumer protection, data privacy, confidentiality and customer interactions. • Prepare management reports and presentations that translate complaint trends and findings into practical recommendations, priorities and actions. • Support the assessment of the business impact of customer pain points and service improvements, including effects on customer retention, transaction activity, repeat contacts and cost to serve. • Collaborate with internal stakeholders to identify and implement improvements that strengthen internal service delivery and employee productivity. • Work closely with product teams to identify and address gaps in product availability, accessibility and relevance to customer needs and preferences. • Analyse customer interactions to identify opportunities to improve channel effectiveness, usability and convenience, and support the implementation of channel improvements. • Conduct branch and channel service quality assessments to evaluate adherence to service standards and operational processes, identify gaps and recommend improvements. • Track agreed corrective and improvement actions, follow up with relevant stakeholders and assess whether implemented changes have addressed the identified service gaps KNOWLEDGE, SKILLS AND EXPERIENCE Education: Bachelor's Degree from an accredited institution in any related field of study required. Work Experience: A minimum of 3 years of relevant work experience preferred in the banking industry. Knowledge and Skills • Strong complaint management and service recovery skills, including effective escalation, customer communication and resolution follow-up. • Strong stakeholder engagement and coordination skills to drive corrective actions, while maintaining consumer protection, data privacy and confidentiality standards. • Strong analytical and root-cause analysis skills, with the ability to consolidate and validate customer and operational data, identify trends and recommend sustainable improvements. • Proficiency in Excel for data analysis and the ability to present findings through clear reports, dashboards and management presentations. • Understanding of customer experience measurement, including NPS, CSAT, CES, customer surveys, customer journeys and service standards.