Customer Experience Specialist - Financial Services

Customer Experience Specialist

Strategic/ Managerial Responsibilities :

- Drive Net Promoter Score for Retail Asset

- Collaborate with Business Heads for initiatives to drive Customer Experience

Core Responsibilities :

- Publish analyzed customer feedback data to individual businesses weekly/ monthly

- Detractor management to close loop dissatisfied customer

- Work on Project to eliminate gaps in customer experience

- Reward & Recognition to drive customer experience

- Customer insights in understanding CX initiative to improve People, Process & Technology

People Management or Self-Management Responsibilities :

- Strong Coordination & build relationship with business to understand needs & drive customer experience.

- Harmonious working with different teams to deliver effective results

- Collaborative working in ensuring clear goals are delivered

Risk & Internal Control Responsibilities :

- Governs implementation of risk-related policies and processes (operational, regulatory, financial, informational, reputational and audit risks) for the department, ensuring that that these meet regulatory and internal control requirements.

- Reviews implementation of the internal control systems in line with relevant operating procedures and regulatory requirements and takes corrective action based on audit findings