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.
