Background information about the job or company (e.g., role context, company overview),

Responsible for analyzing service trends, patterns, customer behavior, preferences, and needs and support coordination of the formulation, execution, and monitoring of the bank's service agenda.

Responsibilities or duties,

Strategic Focus

• Build methods to identify customer expectations, needs and requirements.
• Coordinate execution in collaboration with cross-functional teams to optimize banks service standards and strategic projects for the bank.
• Execute service excellence strategies, and support enterprise-wide alignment, and decision-making through structured planning, performance tracking, and customer insights.
• Coordinate execution of bank's actionable plans, identifying service excellence opportunities, and ensure agility in response to internal and external dynamics.
• Recommend service excellence improvement and seeing that actions are implemented on time for service support upgrades.
• Design and provide accurate and regular reports on performance of the service excellence
• Service Improvement Plans – detailing current and suggested activities, progress made and recommendations for improvement. Focus on cost savings, revenue generation, and service excellence
• Coordinate multiple strategic service excellence projects or initiatives, plan, organize, and coordinate resources, timelines, and deliverables.
• Collaborate with key stakeholders and recommend strategies for client acquisition, expansion, and retention

Performance Monitoring & Strategic Reporting

• Coordinate the production of service excellence strategic performance reports and dashboards, providing insights into progress, risks, and opportunities.
• Prepare service excellence strategic findings and recommendations, with insights for influencing high-level decision-making through robust evidence, market intelligence, and internal performance data.
• Coordinate service excellence strategic research and analysis on operational effectiveness, market trends, and competitive positioning.
• Represent the service excellence strategy function in key internal and external forums, including due diligence, audits, and strategic partnerships.
• Foster a culture of continuous improvement and service excellence strategic foresight across the organization by continuously monitoring and iterating on customer journeys based on feedback, data insights, and industry best practices.
• Participate in the implementation of service excellence strategic projects across the bank, ensuring timely delivery, resource alignment, and measurable impact.

Market Intelligence & Business Foresight

• Conduct service excellence competitive analysis to inform strategic decisions.
• Identify service excellence emerging trends, emerging technologies, industry standards, risks and opportunities that could impact the bank's strategic positioning.
• Provide service excellence strategic input into product development, partnerships, and business model innovation.

Stakeholder Engagement & Alignment

• Engage across the organization to ensure alignment of operational plans with service excellence strategic objectives.
• Act as a service excellence advisor to internal stakeholders, facilitating cross-functional collaboration and execution.
• Represent the strategy function in internal forums and contribute to service excellence strategic governance processes.

Analytical expertise

• Design reports for management and stakeholders.
• Ensure frequent analytical insights on portfolio behaviors to stakeholders.
• Establish pipeline depository of service excellence key initiatives for the bank.
• Utilize advanced data analytics techniques to closely monitor and analyze data, identify patterns and trends indicative of service excellence opportunities, and coordinate improvement plans.

Strategic Direction

• Understand the bank's medium-term plan in alignment with service excellence to ensure proper execution.
• Establish milestones to ensure transformation of business approaches.
• Coordinate and support capacity-building initiatives to internal teams that will impact the business teams across the bank.
• Support business functions in developing strategies to improve service.
• Collaboratively work with business functions to support business execution by developing and recommending strategies to optimize customer journeys, including process improvements and technological enhancements
• Keep abreast of the latest trends and technologies in customer journeys, service designs assessments and improvements and incorporating this knowledge into the banks service excellence practices and reporting.

Governance

• Coordinate service excellence KPIs establishment for all businesses.
• Coordinate in establishment forum(s) or incorporating of agenda in existing forum structures.
• Participate and provide support as subject matter experts in relevant business forums that drive service excellence within the Bank.
• Take a data-driven approach to managing service excellence initiatives, including track and report to ensure realization of business commitments to service excellence approved in relevant forums.

Qualifications or requirements (e.g., education, skills),

Knowledge and Skills:

• Data analysis proficiency such as Excel, SQL, BI tools (Tableau, Power BI)
• Strong expertise in statistical modeling techniques
• Knowledge of Behavioural Economics will be an added advantage
• Adept at interpreting complex data sets to identify trends
• Excellent communication and presentation skills, with the ability to translate complex insights into actionable strategies.
• Strong numeracy and mathematical skills
• Excellent analytical, creative and problem-solving skills
• A proven self-starter with ability to work in an environment with high pressure and challenging targets
• Takes personal responsibility and accountability with strong follow-up skills

Experience needed,

Qualifications and Experience:

• Bachelor's degree in Statistics, Data Science, Business Analytics, Economics, or related fields.
• Experience in data mining and manipulating large datasets
• At least 3 years' experience in Analytics, Strategic planning or a related role preferably within banking or telecommunication environment.

• Build methods to identify customer expectations, needs and requirements.
• Coordinate execution in collaboration with cross-functional teams to optimize banks service standards and strategic projects for the bank.
• Execute service excellence strategies, and support enterprise-wide alignment, and decision-making through structured planning, performance tracking, and customer insights.
• Coordinate execution of bank's actionable plans, identifying service excellence opportunities, and ensure agility in response to internal and external dynamics.
• Recommend service excellence improvement and seeing that actions are implemented on time for service support upgrades.
• Design and provide accurate and regular reports on performance of the service excellence
• Service Improvement Plans – detailing current and suggested activities, progress made and recommendations for improvement. Focus on cost savings, revenue generation, and service excellence
• Coordinate multiple strategic service excellence projects or initiatives, plan, organize, and coordinate resources, timelines, and deliverables.
• Collaborate with key stakeholders and recommend strategies for client acquisition, expansion, and retention
• Coordinate the production of service excellence strategic performance reports and dashboards, providing insights into progress, risks, and opportunities.
• Prepare service excellence strategic findings and recommendations, with insights for influencing high-level decision-making through robust evidence, market intelligence, and internal performance data.
• Coordinate service excellence strategic research and analysis on operational effectiveness, market trends, and competitive positioning.
• Represent the service excellence strategy function in key internal and external forums, including due diligence, audits, and strategic partnerships.
• Foster a culture of continuous improvement and service excellence strategic foresight across the organization by continuously monitoring and iterating on customer journeys based on feedback, data insights, and industry best practices.
• Participate in the implementation of service excellence strategic projects across the bank, ensuring timely delivery, resource alignment, and measurable impact.
• Conduct service excellence competitive analysis to inform strategic decisions.
• Identify service excellence emerging trends, emerging technologies, industry standards, risks and opportunities that could impact the bank's strategic positioning.
• Provide service excellence strategic input into product development, partnerships, and business model innovation.
• Engage across the organization to ensure alignment of operational plans with service excellence strategic objectives.
• Act as a service excellence advisor to internal stakeholders, facilitating cross-functional collaboration and execution.
• Represent the strategy function in internal forums and contribute to service excellence strategic governance processes.
• Design reports for management and stakeholders.
• Ensure frequent analytical insights on portfolio behaviors to stakeholders.
• Establish pipeline depository of service excellence key initiatives for the bank.
• Utilize advanced data analytics techniques to closely monitor and analyze data, identify patterns and trends indicative of service excellence opportunities, and coordinate improvement plans.
• Understand the bank's medium-term plan in alignment with service excellence to ensure proper execution.
• Establish milestones to ensure transformation of business approaches.
• Coordinate and support capacity-building initiatives to internal teams that will impact the business teams across the bank.
• Support business functions in developing strategies to improve service.
• Collaboratively work with business functions to support business execution by developing and recommending strategies to optimize customer journeys, including process improvements and technological enhancements
• Keep abreast of the latest trends and technologies in customer journeys, service designs assessments and improvements and incorporating this knowledge into the banks service excellence practices and reporting.
• Coordinate service excellence KPIs establishment for all businesses.
• Coordinate in establishment forum(s) or incorporating of agenda in existing forum structures.
• Participate and provide support as subject matter experts in relevant business forums that drive service excellence within the Bank.
• Take a data-driven approach to managing service excellence initiatives, including track and report to ensure realization of business commitments to service excellence approved in relevant forums.

• Data analysis proficiency such as Excel, SQL, BI tools (Tableau, Power BI)
• Strong expertise in statistical modeling techniques
• Knowledge of Behavioural Economics will be an added advantage
• Adept at interpreting complex data sets to identify trends
• Excellent communication and presentation skills, with the ability to translate complex insights into actionable strategies.
• Strong numeracy and mathematical skills
• Excellent analytical, creative and problem-solving skills
• A proven self-starter with ability to work in an environment with high pressure and challenging targets
• Takes personal responsibility and accountability with strong follow-up skills

• Bachelor's degree in Statistics, Data Science, Business Analytics, Economics, or related fields.
• Experience in data mining and manipulating large datasets
• At least 3 years' experience in Analytics, Strategic planning or a related role preferably within banking or telecommunication environment.