Manager- CX Analytics & Reporting

25 سبتمبر، 2022

0 28 4 دقائق

Job Description

Job Description
Job Purpose:

Supporting the Customer Experience team in reporting & analysis requirements and in the development and implementation of various initiatives within business areas.
Implementing 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.
Implementing and measuring service standards across all touch points of customer's 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.

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
Leverage central function support teams to implement the projects (IT, Ops, Credit, etc.)
Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas
Proactively identifies and provides solutions for any strategic delivery risks and issues

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 list of initiatives, and cascades FAB-wide transformation initiatives as required
Articulates and strategize 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 vendor as per the bank guidelines, in case of outsourced development & delivery areas

Strategy Development and Implementation

Designs and creates service standards and KPIs across all segments, channels and customer touch points
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 touch points across all channels in order to access gaps where professional standardization is required.
Develops, monitors & enhances internal / external SLAs, TATs, workflow, exception mgmt. process etc.
Collaborates with 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 customer's 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 ensure effective implementation of the organization's performance management process
Forming 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 / conducting analysis using varied techniques, by interpreting structured/unstructured customers feedback in order to translate the information to assist in informed decision making.
Leads the development of programs to enhance customer experience by collecting customer feedback from various sources digital – call centre, online comments, social media etc. and translating the data into actionable outcomes.
Track & monitor the processes related to data gathering and analysis to ensure accuracy and efficiency in data analysis process and results.
Oversees the data analysis processes to ensure thorough and meaningful analysis in order to facilitate 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 for eg. via Mystery Shopping.
Implements and continually enhances systems and practices used for managing and reporting customer experience performance data, prioritisation of improvement options, 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 touch points, 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 organisational values and ethics by employees of the assigned function to ensure the establishment of a value driven culture within the bank.

Qualifications
Minimum Qualification:
Bachelors degree
Minimum Experience:
5-10 years
Additional Information