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Customer Experience Project Implementation Team Leader

Access BankLuanda, Luanda Province, Angola
On-site Full-time

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Experience Level

Experience

Qualifications

Qualifications:Degree in any field of study. A minimum of 4 years of relevant experience in a similar role. Skills and Competencies:Exceptional communication skills, both written and verbal. Operational effectiveness in diverse and large-scale environments. Experience in people management and organizational skills. Aptitude for addressing complex issues. Strong client relationship management capabilities. Competence in business processes. Excellent negotiation, problem-solving, and conflict resolution skills. Creativity and an innovative mindset. Presentation skills.

About the job

As the Customer Experience Project Implementation Team Leader, you will play a pivotal role in enhancing our clients' interactions with our diverse range of banking products and services. Your responsibilities will include:

  • Assessing customer experience across various products and services offered by the bank.
  • Benchmarking user experience against competitors to identify and implement improvements.
  • Evaluating changes and analyzing their impacts on customer satisfaction.
  • Managing client communications during service interruptions to ensure transparency and trust.
  • Overseeing communications at key touchpoints, ensuring effectiveness and clarity for clients.
  • Reviewing training processes and schedules to ensure they are impactful and effective.
  • Developing processes to enhance understanding of customer experience among all employees.
  • Approving all client-facing communications to ensure clarity, friendliness, and comprehensibility.
  • Validating new implementations for usage by clients and staff.
  • Proposing process improvement strategies and collaborating with relevant stakeholders for execution.
  • Ensuring team compliance with best practices in customer service.

About Access Bank

Access Bank is committed to delivering exceptional banking experiences by prioritizing customer satisfaction and innovation. We strive to be a leader in the banking sector, providing diverse financial solutions tailored to the needs of our clients.

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