VP, Customer Experience and Service Quality recruitment
You will work with various business units to improve customer focus and awareness through communications, training and coaching. You will be responsible to run a program of communications initiatives creating a closer connection between staff and customers.
Create new and innovative ideas and initiatives that drive customer focused behavior.This position will be responsible for ensuring high quality experiences from all customer interactions, services, service components, and department operations.
- Develop, implement, and maintain a robust customer service quality management system for all customer touch points
- Measure and analyze customer satisfaction levels for continual improvement
- Measure and analyze service quality levels for continual improvement
- Enhance end to end processes that relate to customer experience
- Organize and promote bank-wide customer experience quality improvement efforts
- Direct and develop the department management and other staff to identify areas where process improvement and systems enhancements are necessary to increase productivity and improve the overall customer experience
- Degree Holder with min 5-7 years of customer service experience in Consumer Banking
- Passion for service, and the right aptitude and attitude to deliver excellent service.
- Effective communication skills coupled with excellent oral and written skills