Senior Manager, Customer Experience
Full time @Gulf African Bank posted 6 hours ago in Business and Finance Shortlist Email JobJob Detail
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Career Level Manager
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Experience 8 Years +
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Industry Banking
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Qualifications Master’s Degree
Job Description
THE 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, and retention
- Brand trust and market differentiation
- Growth across retail, SME, corporate, and diaspora segments
- 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 customerfacing teams.
Qualifications & Experience
- Bachelor’s degree in Business, Finance, Marketing, or related discipline.
- A 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, and 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 the regulatory environment
