NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender-balanced workforce. Female candidates and people living with disabilities are strongly encouraged to apply for this position. NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Only shortlisted candidates will be contacted.

Responsibilities or duties

Design and collaborate pan-bank to execute customer experience frameworks and design principles using customer experience insights, to improve client acquisition and retention, operational efficiency (including reducing complaints and resolution TAT), and revenue generation through

Work collaboratively & constructively with Segments, Products & Services, CVM, Market Insights, online, sales and other Customer Experience unit teams. Drive alignment with internal stakeholders around delivering absolute customer satisfaction and help to streamline this delivery.

Take a data-driven approach to managing customer experience improvement projects across the customer lifecycle, including responsibility for customer journey mapping, creating content, implementation, and analysis.

Main Responsibilities:

Service Design

• Facilitate development and maintenance of customer experience standards, methodologies and frameworks.
• Serve as liaison to the product and innovation groups to provide voice of customer (VoC) insights, direction and recommendations related to the implementation of the product roadmap.
• Act as a valuable partner in the development process, working on identifying personas, and creating journey maps that effectively showcase pain points and potential opportunities.
• Collaborate to design end-to-end customer journeys with their associated customer experience, SLAs and supporting pan-bank initiatives to deliver the best possible

Customer Experience, Risk Management and Compliance

• Collaborate with Product, Process and Change teams to enhance 360 degrees customer experience in every process and product.
• Initiate customer experience changes requests, provide customer related input towards vital system/technologies especially customer impacting changes and participate in user acceptance testing.
• Analyze product and service performance, perform periodic health checks and provide customer experience improvements in product and service design
• Identify experience compromises for strategic scoping in the customer experience roadmap
• Ensure that all support matrices for services and products are set and align with FCPR in all supporting tools to enhance compliance adherence from regulator
• Champion pan-bank customer experience enablement

Customer Experience Data management

• Analyze customer data end to end and establishing relation
• Support data managed from the Contact Center, quality and business support establishing center of a data reporting
• Present customer experience data for management information (MI) creating data relation with Voice of customers.

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

Knowledge and Skills:

• Strong interpersonal and communication skills
• Ability in Power BI, advanced Excel, Tableau, etc.
• A people person with strong influential traits
• Stakeholders’ management
• Comprehensive understanding of customer behavior
• Familiar with data management tools and language (MSQL, QL, power BI and Excel)
• Good analytical, presentation and market research skills
• Coaching and Training
• Creativity and innovation
• Proficiency in technology languages and applications that support businesses, particularly Contact Center operational or strategic exposure.

Experience needed

Qualifications and Experience:

• Bachelor’s degree in Information Technology, Computer Science, Telecommunication, or related fields.
• At least 3 years’ experience in a similar role in Banking /Telecommunication or any reputable service provider.
• Experience with data-related languages such as SQL, Python, or other relevant languages is added advantage.
• Experience in data visualization and analysis is essential
• Text analytics experience is an added advantage
• Experience in leading change and customer experience management

• Facilitate development and maintenance of customer experience standards, methodologies and frameworks.
• Serve as liaison to the product and innovation groups to provide voice of customer (VoC) insights, direction and recommendations related to the implementation of the product roadmap.
• Act as a valuable partner in the development process, working on identifying personas, and creating journey maps that effectively showcase pain points and potential opportunities.
• Collaborate to design end-to-end customer journeys with their associated customer experience, SLAs and supporting pan-bank initiatives to deliver the best possible
• Collaborate with Product, Process and Change teams to enhance 360 degrees customer experience in every process and product.
• Initiate customer experience changes requests, provide customer related input towards vital system/technologies especially customer impacting changes and participate in user acceptance testing.
• Analyze product and service performance, perform periodic health checks and provide customer experience improvements in product and service design
• Identify experience compromises for strategic scoping in the customer experience roadmap
• Ensure that all support matrices for services and products are set and align with FCPR in all supporting tools to enhance compliance adherence from regulator
• Champion pan-bank customer experience enablement
• Analyze customer data end to end and establishing relation
• Support data managed from the Contact Center, quality and business support establishing center of a data reporting
• Present customer experience data for management information (MI) creating data relation with Voice of customers.

• Strong interpersonal and communication skills
• Ability in Power BI, advanced Excel, Tableau, etc.
• A people person with strong influential traits
• Stakeholders’ management
• Comprehensive understanding of customer behavior
• Familiar with data management tools and language (MSQL, QL, power BI and Excell)
• Good analytical, presentation and market research skills
• Coaching and Training
• Creativity and innovation
• Proficiency in technology languages and applications that support businesses, particularly Contact Center operational or strategic exposure.

• Bachelor’s degree in Information Technology, Computer Science, Telecommunication, or related fields.
• At least 3 years’ experience in a similar role in Banking /Telecommunication or any reputable service provider.
• Experience with data-related languages such as SQL, Python, or other relevant languages is added advantage.
• Experience in data visualization and analysis is essential
• Text analytics experience is an added advantage
• Experience in leading change and customer experience management