JOB TITLE Customer Experience REPORTS TO Manager Customer Experience
Officer
DEPARTMENT Strategy and Corporate SUPERVISES None
Affairs
SCALE UDBL 06 LOCATION Head Office
SUBJECT
JOB SUMMARY/PURPOSE To ensure that the Bank customers’ collective experience while
interacting with various touchpoints are aligned and the impact is
embedded in all decisions, designs and conversations.
ACCOUNTABILITY STATEMENT The Customer Experience Officer shall enable and deliver processes
within the Bank required to keep engage and represent customers
within the Bank’s decision-making process thereby contributing to the
delivery of the Bank’s purpose and High Impact Goals.
PRINCIPLE DUTIES & • Support the execution & implementation of the customer experience
RESPONSIBILITIES (CX) strategy across the business through alignment of goals &
activities towards achievement of the CX strategy.
• Prepare reports and insights related to the customer experience
function for onward processing to the Manager Customer
Experience &decision makers.
• Analysis of customer service and experience related information and
evaluate the results to choose the best resolutions and alternatives to
service challenges, and to identify opportunities to constantly
improve customer service.
• Support the Manager Customer Experience in driving the Client
Relations financial objectives by forecasting requirements; preparing
an annual budget; scheduling expenditures; analyzing variances;
and initiating corrective actions.
• Provide assurance that all customer enquiries are satisfactorily
managed, resolved and closed within agreed timelines.
• Develop and promote the use of the escalation matrix to resolve
customer complaints/disputes within the Bank that have not been
handled adequately through the existing channels.
• Review and measure the customer journey and delivery along it and
implement actions to improve customer service and experience.
• Manage/support the implementation of innovative ideas coming
through from staff that positively impact the customer experience,
digital agenda within the Bank.
• Promote effective communication on Service throughout all levels in
the Bank.
• Implement the Service policies, procedures, standards, and
strategies.
• Communicate Service knowledge (e.g. market information,
customer insights, trends, etc.) across the business.
• Participate in developing customer service knowledge sharing
sessions and facilitate their delivery as required.
• Proactively identify business opportunities or barriers to business
performance and address them.
• Focus attention and efforts on understanding customers (or customer
segments) and proactively address different customer/client needs.
• Recommend organizational changes or be innovative when need
arises to address customer needs.
Version1; November 2023
SUBJECT
• Understand the Line-of-Sight between strategy and organizational
strategy into specific decisions and actions to ensure the strategy
implementation.
LEVEL OF AUTHORITY • Support the Customer Experience Manager on issues relating to
Customer Service and experience management.
RELATIONSHIPS Internally: All UDB Staff
Externally: All Customers and Key external stakeholders
QUALIFICATIONS • A bachelor’s degree in Marketing, Humanities, Business
Administration or any related field of study from a recognized
university.
• Professional certification in customer Experience (Certified Customer
Experience Professional) is an added advantage.
EXPERIENCE REQUIRED • Minimum of five (5) years of progressive related working experience
in a customer experience role(s) in a fast-paced service-oriented
organization(s) e.g telecom, financial services, hospitality etc.
COMPETENCIES • Ability to plan, structure and prepare client-ready deliverables.
• Ability to deliver high-quality work products across multiple
engagements.
• Demonstrated ability to apply structured thinking and analysis
techniques to complex and ambiguous problems.
• Excellent facilitation and presentation skills.
• Excellent written and verbal communication skills.
• Very good proficiency in MS Office suite is essential.
Version1; November 2023
