Purpose of the Role
As Senior Manager, Customer Experience reporting to the COO, you will own the end-to-end customer experience strategy and be the Bank’s chief advocate for the customer. You will translate customer insights into action, embed service excellence as a way of working, and ensure a consistent, differentiated, and seamless omni-channel experience.
Your leadership will directly influence customer satisfaction, loyalty, brand trust, market differentiation, growth across various segments (retail, SME, corporate, and diaspora), and service productivity, efficiency, and risk discipline.
Key Accountabilities
Customer Experience Strategy & Culture
- Define and execute a Bank-wide customer experience strategy aligned to business and growth objectives.
- Design and institutionalize customer service standards, frameworks, and omni-channel service models.
- Champion a customer-centric mindset and embed service excellence across all functions.
- Lead customer loyalty, engagement, and retention programmes that deepen relationships and lifetime value.
- Continuously redesign and optimize customer journeys using feedback, analytics, and real-time insights.
- Drive service innovation, digitization, automation, and process improvement initiatives.
End-to-End Service Delivery Oversight
- Provide Bank oversight of customer experience across branches, contact centre, digital channels, and support units.
- Ensure consistent service standards, seamless handoffs, and frictionless omni-channel journeys.
- Set, monitor, and enforce SLAs, turnaround times, and quality benchmarks across all service points.
- Establish robust customer feedback, complaints, and voice-of-customer mechanisms (NPS, surveys, call quality).
- Ensure timely, fair, and regulator-compliant resolution of customer complaints.
- Lead service audits, mystery shopping, and experience assessments to drive continuous improvement.
Business Growth & Customer Insights
- Leverage customer insights and analytics to support growth in deposits, lending, wallet share, and profitability.
- Partner with Retail, SME, Corporate, and Marketing teams to drive acquisition, cross-sell, and retention strategies.
- Analyze customer behavior, segmentation, and product usage to inform strategy and innovation.
- Identify emerging opportunities, including diaspora and new customer segments.
- Track competitor trends and recommend experience enhancements to maintain market leadership.
Performance Management & Reporting
- Define and track critical customer experience metrics (NPS, CSAT, TAT, complaints, churn).
- Establish productivity and service performance frameworks across all customer-facing units.
- Drive accountability for service outcomes across the Bank.
Governance, Risk & Compliance
- Ensure full compliance with the Customer Service Charter, internal policies, and regulatory requirements.
- Embed KYC, AML, and operational risk discipline into customer-facing processes.
- Maintain strong controls around customer interactions, complaints handling, and service workflows.
Leadership & People Development
- Lead, coach, and inspire high-performing customer experience and contact centre teams.
- Build capability in service excellence, emotional intelligence, relationship management, and problem-solving.
- Drive performance management, staff development, employee engagement and accountability within all customer-facing teams.
Qualifications & Experience
- Bachelor’s degree in Business, Finance, Marketing, or related discipline.
- Master’s degree (MBA or equivalent) is an added advantage.
- Professional certifications in Banking, Customer Experience, or Marketing are desirable.
- Minimum 8–10 years’ experience in customer experience, service delivery, contact centre operations within financial services.
- 3–5 years’ senior leadership experience managing multi-channel customer experience functions.
Core Competencies
- Strategic, data-driven thinker with strong execution capability.
- Passionate advocate for customers and service excellence.
- Inspiring leader with strong people and performance management skills.
- Excellent communicator with executive-level stakeholder influence.
- Strong analytical, problem-solving, and decision-making skills.
- High emotional intelligence, resilience, and change leadership capability.
- Deep understanding of banking operations, products, and regulatory environment.
