Customer Experience Department,Rwanda.Senior Manager Customer Experience at KCB Rwanda: (Deadline 27 May 2025)

Main Responsibilities:

1. Develop customer experience strategy and a subsequent implementation plan to improve the institution’s banking experience and customer satisfaction.
2. Ensure quality customer experience and service standards at all customer touch points within the bank for both internal and external customers through training and monitoring compliance of the same across the bank network.
3. Develop and control the customer experience budget in line with the overall operations department budget.
4. Drive continuous improvement of quality service by creating service quality awareness amongst staff through presentations and regular communication.
5. Define and implement customer onboarding and customer management processes.
6. Effectively measure the quality of customer service in the Bank on a regular basis and take charge of customer feedback mechanisms in the Bank through surveys, mystery shoppers among others including managing the banks Net Promoter Scores (NPS) across the network.
7. Carry out regular audits on work being done and customer service being provided to ensure all standards are met to ensure effective delivery of service to customers.
8. Investigating and solving customers’ problems, which may be complex or long-standing problems that have been passed on by customer service assistants to build customer confidence in the bank
9. Improving customer service procedures, policies and standards for the bank and the customer experience department to ensure that good practice in handling customer issues is cascaded throughout the bank.
10. Organize programs and events for the bank to interact with its customers so that they can understand them better to build confidence and loyalty.
11. Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
12. Research on trends in customer service methods from other companies and make recommendations to management.
13. Maximize customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
14. Inculcate organization wide customer experience culture in BPR to ensure seamless culture on customer experience across the bank

Daily Responsibilities.

1. Stakeholder engagement to identify, properly document and track the execution of customer experience initiatives
2. Conduct periodic review to monitor progress against agreed objectives
3. Prepare departmental budget
4. Conduct periodic review to ensure overall expenditure is within departmental budget
5. Investigates reasons for budget variance and establish ways to reduce the variance
6. Training and support of the head office and branch teams regarding customer experience matters

Educational qualifications and work experience:

1. Bachelor’s degree in business, Management and any relevant Graduate Degree.
2. Business, Customer Experience-related qualifications
3. Eight (8) Years’ experience in a Managerial position in customer experience and client support.
4. A master’s degree in business or management is an added advantage