Application Opening: Customer Experience Officers Needed Urgently at Wema Bank 2024 Recruitment

Wema Bank Customer Experience Officers Responsibilities

Job Purpose of Wema Bank Customer Experience Officers are;

To assess all customer touch points, identify gaps for service improvement initiatives and ensure behavioral standards are adhered to.

Carry out periodic customer satisfaction and service quality index surveys (for both internal and external customers) and recommend appropriate training and development programs based on identified gaps.

Engage stakeholders on identified service challenges (i.e., feedback from measurement reports) and run periodic campaigns to communicate service measurement attributes across Branches and SBUs.

Carry out research assessment and implementation of industry best practices and initiatives to drive continuous service improvement.

Obtain and analyze data from all service measurement tools (Check Market, Microsoft Forms, Customer Feedback and Service Level Agreements etc.

Create curriculum and training slides for service excellence training bank wide for frontline staff (operators and marketers).

Facilitate customer experience training for new intakes – Branch Service Associate (BSA).

Conduct periodic service audit (Spot Check) across the Bank’s physical touchpoint (Branch).

Review Mystery Shopping Grid and videos sent by external vendors to capture findings, justifications for ratings, underlined gaps and recommendations.

Conception, initiation, and execution of customer experience initiatives.

Ensure timely delivery of review and report of Spot Check and Branch Visitation exercises.

Liaise with the Business Process Re-engineering team to ensure all service improvement processes are reviewed and documented.

Wema Bank Customer Experience Officers Requirements

Education: B.Sc. (any discipline)
Specialized knowledge: Good use of the Microsoft Office suites

Skills: Writing, Analytical and Problem Solving
Specialized knowledge: Knowledge of basic products and services in the banking industry
Abilities: Customer Service Orientation