Head of Customer Experience
2025-06-24T14:09:09+00:00
Diamond Trust Bank ( DTB )
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FULL_TIME
Dar es Salaam
Dar es Salaam
00000
Tanzania
Banking
Customer Service
2025-07-01T17:00:00+00:00
Tanzania
8
Job Purpose: Responsible for delivering high standards of service to customers by making the most effective and efficient use of call-center staff and technology resources.
Duties
- Implement a smooth and consistent customer experience across all touchpoints.
- Develop, track, and review customer journeys at all stages.
- Interaction with customers across channels, platforms, and branches.
- Coordination with all stakeholders for sound customer journey during development of new products in the bank.
- Oversee the resolution of customer complaints and enquiries, and directly undertake resolution of escalations from the Service Excellence team.
- Oversee the activities relating to the Bank’s contact center, customer feedback channels, and general service standards across the Bank.
- Generating and sending accurate and timely management reports relating to the designated service excellence programmes and activities (complaints, feedback, and root cause).
Requirements
- Bachelor’s degree in Business Administration, Commerce, Banking and Finance, or a related field of study.
- At least 5 years of work experience in a customer assistance role within the bank or financial services.
- Possessing a qualification in Quality Management is an added advantage.
Personal Attributes
- Strong service ethic, and a structured approach to dealing with complex and variable work environments in an independent manner.
- Ability to balance opposing business requirements.
- Ability to balance long-term and short-term requirements independently.
- Strong evaluation, communication, and reporting skills.
- Able to provide advice and cause/effect evaluation to support business decision making.
- Independent and logical thinker, yet an achiever and implementer.
- Complies with and enforces standard policies and procedures.
- Leads by example.
Candidate Profile
The desired candidate should possess experience to lead and manage customer experience initiatives to enhance customer satisfaction.
Duties Implement a smooth and consistent customer experience across all touchpoints. Develop, track, and review customer journeys at all stages. Interaction with customers across channels, platforms, and branches. Coordination with all stakeholders for sound customer journey during development of new products in the bank. Oversee the resolution of customer complaints and enquiries, and directly undertake resolution of escalations from the Service Excellence team. Oversee the activities relating to the Bank’s contact center, customer feedback channels, and general service standards across the Bank. Generating and sending accurate and timely management reports relating to the designated service excellence programmes and activities (complaints, feedback, and root cause).
Personal Attributes Strong service ethic, and a structured approach to dealing with complex and variable work environments in an independent manner. Ability to balance opposing business requirements. Ability to balance long-term and short-term requirements independently. Strong evaluation, communication, and reporting skills. Able to provide advice and cause/effect evaluation to support business decision making. Independent and logical thinker, yet an achiever and implementer. Complies with and enforces standard policies and procedures. Leads by example.
Requirements Bachelor’s degree in Business Administration, Commerce, Banking and Finance, or a related field of study. At least 5 years of work experience in a customer assistance role within the bank or financial services. Possessing a qualification in Quality Management is an added advantage.
JOB-685ab185e21b8
Vacancy title:
Head of Customer Experience
[Type: FULL_TIME, Industry: Banking, Category: Customer Service]
Jobs at:
Diamond Trust Bank ( DTB )
Deadline of this Job:
Tuesday, July 1 2025
Duty Station:
Dar es Salaam | Tanzania
Summary
Date Posted: Tuesday, June 24 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Job Purpose: Responsible for delivering high standards of service to customers by making the most effective and efficient use of call-center staff and technology resources.
Duties
- Implement a smooth and consistent customer experience across all touchpoints.
- Develop, track, and review customer journeys at all stages.
- Interaction with customers across channels, platforms, and branches.
- Coordination with all stakeholders for sound customer journey during development of new products in the bank.
- Oversee the resolution of customer complaints and enquiries, and directly undertake resolution of escalations from the Service Excellence team.
- Oversee the activities relating to the Bank’s contact center, customer feedback channels, and general service standards across the Bank.
- Generating and sending accurate and timely management reports relating to the designated service excellence programmes and activities (complaints, feedback, and root cause).
Requirements
- Bachelor’s degree in Business Administration, Commerce, Banking and Finance, or a related field of study.
- At least 5 years of work experience in a customer assistance role within the bank or financial services.
- Possessing a qualification in Quality Management is an added advantage.
Personal Attributes
- Strong service ethic, and a structured approach to dealing with complex and variable work environments in an independent manner.
- Ability to balance opposing business requirements.
- Ability to balance long-term and short-term requirements independently.
- Strong evaluation, communication, and reporting skills.
- Able to provide advice and cause/effect evaluation to support business decision making.
- Independent and logical thinker, yet an achiever and implementer.
- Complies with and enforces standard policies and procedures.
- Leads by example.
Candidate Profile
The desired candidate should possess experience to lead and manage customer experience initiatives to enhance customer satisfaction.
Work Hours: 8
Experience in Months: 60
Level of Education: bachelor degree
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