Specialist- CX Analytics Reporting - CIB Emiratised role

Job Purpose

• The role holder is responsible for managing, developing, and driving cross-functional programs that help transform customer experience and create the building blocks for a customer-centric organization.
• Implementing and measuring service standards across all touchpoints of customer interactions across all segments, channels, products, and transactional functions. The role holder will adopt a customer-friendly approach with adequate controls, thus influencing improvement in customer satisfaction.
• Implementing an approach to effectively manage customer data and insights from all sources and channels, ensuring that best practice customer analytics techniques are employed.
• Identifying trends and areas for potential experience improvement and monitoring and reporting performance against customer experience KPIs and service levels.
• Supporting the Customer Experience team in reporting & analysis requirements and in the development and implementation of various initiatives within business areas.

Key Accountabilities

Strategy Development and Implementation

• Designs and creates service standards and KPIs across all segments, channels, and customer touchpoints.
• Accelerates adoption of customer service standards/metrics throughout the organization by training and coaching employees.
• Defines employees' training deliverables to help create a culture that is more customer service focused.
• Performs regular CVP Audits across channels to gauge adherence to standards.
• Assesses how well a delivered service conforms to customer expectations to quickly identify problems and to assess customer satisfaction.
• Continually reviews customer touchpoints across all channels in order to assess gaps where professional standardization is required.
• Develops, monitors & enhances internal/external SLAs, TATs, workflow exception management processes, etc.
• Collaborates with the Analytics team to deliver regular reporting to senior management on key service performance measures.
• Continually challenges the environment on service standards delivery processes and attitude towards the customers' end-to-end experience.
• Continuously fosters a more customer-centric culture within the organization by defining employee training and culture.
• Defines goals and key performance indicators for each member of the team and ensures effective implementation of the organization's performance management process.
• Forms a strong brand advocacy environment where teams act as agents of change for the bank.
• Works closely with key partners to bring together data and insights related to customer experience across multiple delivery channels.
• Ensures continual search for innovative methods to leverage data and information to derive relevant insights such as emotional analysis using varied techniques by interpreting structured/unstructured customer feedback in order to assist in informed decision-making.
• Leads the development of programs to enhance customer experience by collecting customer feedback from various sources (digital, call center, online comments, social media, etc.) and translating the data into actionable outcomes.
• Tracks & monitors the processes related to data gathering and analysis to ensure accuracy and efficiency in the data analysis process and results.
• Oversees the data analysis processes to ensure thorough and meaningful analysis in order to facilitate the development of fact-based compelling recommendations to drive consensus and strategic alignment.
• Ensures clear dissemination of information throughout the organization and delivers potentially sensitive and negative customer feedback in a constructive and professional manner (e.g., via Mystery Shopping).
• Implements and continually enhances systems and practices used for managing and reporting customer experience performance data, prioritizing improvement options, and reporting customer experience information in an engaging way including dashboards.
• Benchmarks and applies best practice customer analytic techniques.
• Maintains an understanding of contemporary customer intelligence/experience design and implementation to ensure customer analytics drives optimal outcomes.
• Defines goals and key performance indicators for each member of the team and ensures effective implementation of the organization's performance management process.
• Develops talent within the team by providing guidance and coaching to achieve the defined goals.
• Conducts ongoing analysis, reporting, and feedback distribution of customer surveys.
• Conducts data gathering and research activities for relevant stakeholders.
• Performs in-depth data mining and process mapping where needed.
• Continually reviews current and existing customer touchpoints, channels, and processes to identify areas of improvement and efficiency.
• Supports the design and implementation of various initiatives executed by the Customer Experience team.
• Works with key stakeholders including process owners, management, IT, and staff to ensure all Customer Experience team initiatives are fully implemented into the department.
• Collaborates with Senior Managers to successfully support department objectives.

Leadership

• Act as a role model and drive adherence to organizational values and ethics by employees of the assigned function to ensure the establishment of a value-driven culture within the bank.

Change Management

• Lead the management of change through continuous improvement of functional systems, processes, and practices, taking into account global standards and changes in the business environment which demand proactive action plans.
• Proactively identifies and provides solutions for any strategic delivery risks and issues.
• Defines and maintains a list of initiatives and cascades FAB-wide transformation initiatives as required.
• Articulates and strategizes transformation initiatives into an actionable roadmap across businesses highlighted through customer feedback or other key transformation initiatives.
• Delivers high-quality output in a timely manner by checking the progress of the projects against timelines and output against the quality parameters set by the Group.
• Ensures quality delivery by vendors as per the bank guidelines in case of outsourced development & delivery areas.

Reporting

• Ensure that all functional reports are prepared timely and accurately and meet FAB requirements, policies, and quality standards.
• Package and present progress, next steps, and challenges regarding projects to the management as and when required.
• Ensures timely program reporting is in place and distributed to key stakeholders/SPOCs in order to drive and influence informed decision-making around priorities.
• Leverages central function support teams to implement the projects (IT, Ops, Credit, etc.).
• Ensures quality delivery by vendors as per the bank guidelines in case of outsourced development & delivery areas.
• Proactively identifies and provides solutions for any strategic delivery risks and issues.

Qualifications:

Minimum Qualification

• Bachelor's Degree in any related field.

Minimum Experience

• 5 years.

Remote Work:

No

Employment Type:

Full-time