Overview:

The Banking Customer Experience Manager is responsible for enhancing the overall experience of customers interacting with the bank. This role focuses on improving service quality, increasing customer satisfaction, and driving customer loyalty through effective management of service touchpoints.

Responsibilities:

- Analyze and map the customer journey to identify pain points and opportunities for improvement.

- Collaborate with cross-functional teams to streamline processes and enhance service delivery.

- Gather and analyze customer feedback through surveys, focus groups, and direct interactions.

- Use insights to inform strategic decisions and service enhancements.

- Develop and implement training programs for staff to improve customer service skills and product knowledge.

Skills Required:

- Strong commitment to understanding and meeting customer needs.

- Ability to analyze data and derive actionable insights to improve the customer experience.

- Excellent verbal and written communication skills for effective interaction with customers and staff.

- Ability to lead teams and influence change across the organization.

- Strong problem-solving skills to address challenges and enhance service delivery.

- Experience in managing projects and initiatives that drive customer experience improvements.

Qualifications:

- Bachelor's degree in Business Administration, Marketing, or a related field (Master's degree preferred).

- 1+ years of experience in customer experience management, preferably in banking or financial services.

- Proven track record of improving customer satisfaction and loyalty.