Senior officer - customer experience (grade 6) - group marketing

Responsible for providing assistance to the customer experience (CX) team in the development and execution of training modules to all sales and service officers, both front-line and in support centres across the Group. The incumbent will be instrumental to the roll-out of the new First Citizens branded customer experience standards and customer engagement. He/ She will also be required to develop programmes that would serve to imbed customer success behaviours across the organization including the administration of customer experience Reward and Recognition programmes.

CORE DUTIES AND RESPONSIBILITIES

* Assists in the development and implementation of talent development strategies in customer service, including training modules, coaching tools and guides
* Conducts Branch/Units visits and training interventions for individuals and teams
* Develops, implements and evaluates rewards and recognition programmes to assist in the embedding customer-centricity among employees so as to deliver the right customer experiences
* Evaluates the efficacy of training interventions as it impacts the final customer
* Evaluates and recommends new and effective staff communication tools
* Reviews, evaluates and recommends changes to the Group's customer experience delivery processes and standards
* Engages in marketing of the Group's products and services
* Responds to customers' requests, enquiries, incoming and outgoing calls, both local and foreign, in a courteous and timely manner consistent with operating standards and escalation to Supervisor/Manager where necessary
* Completes special projects and other related activities as assigned by the Supervisor/Manager

QUALIFICATIONS AND EXPERIENCE

* A Bachelor's Degree in a business related field – Marketing, Business Management or Communication from a reputable University and a minimum of five (5) years' experience in the Financial Services environment at the Supervisory level
* Retail branch banking experience would be an asset
* A passion for driving customer engagement and sales through effective customer service delivery
* Ability think strategically and critically
* Ability to build teams and work independently