The Customer Experience Executive is responsible for the implementation of process improvements and strategies to obtain world class / excellent customer satisfaction. This position will be expected to create a culture of customer experience excellence designed to promote revenue growth, productivity, retention, customer centricity and a reputation of exceptional customer service.
The day to day responsibilities for this role would include:
- Oversee the end to end customer journey mapping process, and facilitate necessary changes to ensure customer centricity in line with commercial projections.
- Partner with relevant stakeholders to drive customer satisfaction through customer centricity across all product offerings
- Relevant market research according to business needs and brief
- Consolidated Customer Experience reporting
- Use technology to improve the customer experience, data collection and internal processes
- Find and implement opportunities for process simplification and overall customer experience improvements
- Assists Marketing with the delivery of communication to customers, to drive customer satisfaction
- Ability to support the creation of IT specifications for system upgrades and improvements
- Oversee the development of appropriate customer service metrics and impactful changes for improvement of metrics
- Support and mentor the Customer Services Managers in leading the day to day operations of the Customer Services department
- Challenge the Customer Services Manager to ensure the team members provide exceptional support to both external and internal customers
- Collect and analyze customer feedback
- Develop goals, action plans, and time tables for addressing customer feedback
- Work with the Operations management team to develop / improve processes to ensure both internal and external customers have accurate and timely information
- Manage escalated customer inquiries in a professional and effective manner to build customer relationships
- Track departmental expenses and ensure budget is adhered to
The key requirements:
- Qualification in Business Management, Marketing or related degree
- 5 years Customer Experience/Management experience
- People management skills
- Computer literate (MS Office package) at an advanced level
- Self-motivated and assertive
- Great communication and team-building skills
- Able to set and work to deadlines
- The ability to formulate and deliver business strategy
- Analytical and numerate
- Problem solving and investigative ability
- Highly organised, paying great attention to detail
- Great intrapersonal skills
- Able to work under pressure
- Knowledge of credit management/ banking/ insurance industries is advantageous
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