Customer Experience Manager at Home Credit

Customer Experience Manager | Job Location: Kaduna | Home Credit

  • Understand customer insights and pain points of Strategic customer groups by developing, monitoring and enhancing Customer Journey Mappings
  • Design Customer Journey Mappings of Strategic customer groups from field observation, front-liner feedbacks, customer feedbacks and quantitative data analysis
  • Monitor Customer Journey Mappings to capture changes according to business processes
  • Enhance Customer Journey Mappings regularly to provide more sufficient customer insights to initiate improvement projects
  • Measure, analyse and monitor transactional NPS for critical touch points as per agreement with HQ to initiate improvements from customer feedbacks
  • Develop mechanism to measure transactional NPS of critical touchpoints as per agreement with HQ
  • Monitor and analyse these customer feedbacks to initiate improvement projects according to defined pain points
  • Measure, analyse and monitor customer contacts statistics in order to fully understand customer pain points and initiate improvements projects to reduce customer complaints and provide information in proactive approach
  • Develop mechanism to measure customer contacts (complaints & inquiries)
  • Monitor and analyse customer contacts to define top pain points from which improvement projects will be initiated
  • Develop communication strategy to promote CUSTEX agenda within organisation and engage employees to “customer oriented” culture.

JOB REQUIREMENTS

  • Experience in customer journey and experience management
  • Expcustomer services operational processes and monitoring
  • Experience in process improvement and optimisation
  • Experience in project and task pipeline management
  • Experience in team management
  • Excellent communication and presentation skills in English
  • Excellent coordination and organisation skills

COMPENSATIONS & BENEFITS

  • 13th Salary Fixed and KPI Bonus
  • PTI Health Care for personal & 3 dependants in the family
  • 24/7 Accidental Insurance
  • 100% Social Insurance
  • Meal + Phone Allowance
  • Yearly Medical Checkup
  • 18 Annual Leaves
  • Professional and Transparent Working Environment
  • Apply Latest Financial Technology in the World

Application Closing Date
Not Specified

Method of Application
Interested and qualified candidates should:
Click here to apply