Access Bank Namibia is recruiting a Customer Experience (CX), to be based in Windhoek, Namibia.
Description
- Job grade: D3 (Paterson Grading)
- Lead and implement the Bank’s customer experience strategy, ensuring seamless delivery across all touchpoints. Drive a service culture across business units, fostering excellence in the development and execution of customer journeys
Duties
- Develop and implement customer experience strategy
- Communicate CX framework and secure business unit buy-in
- Lead VOC, NPS, CSAT, CRM, and Complaints Management
- Define and track CX KPIs for products and channels
- Engage and train staff to ensure adherence to CX standards
- Identify and solve customer pain points to improve CX
- Monitor industry trends and apply best practices
- Collaborate with business units to enhance customer journeys
- Ensure accountability for CX across all touchpoints
Requisites
- Minimum qualification of a B-Tech degree in Marketing, Business Management, or a related field
- Experience: At least 6-8 years in a client engagement or client services role, with a minimum of 3 years in a managerial position
- Proven leadership skills, including vision setting, strategy development, and roadmap implementation
- Strong public speaking and engagement skills, both internally and externally
- Demonstrated ability to manage multiple tasks and projects simultaneously
- Extensive experience in client-facing roles with stakeholder engagement and executive influence
- Knowledge of the banking industry is essential
- Namibian citizen or holder of permanent residency
Notes
- Only shortlisted applicants will be contacted
- Indicate the source of this job post: working.co.na
- Access Bank Plc (Namibia) is an Equal Opportunity Employer, offering a competitive salary package
- The successful candidate will receive a salary commensurate with their qualifications and experience
- Kindly note that only shortlisted candidates will be contacted
- If you meet these criteria, please submit your application, including a cover letter, resume, and certified copies of academic certificates
- Include the following in the subject line: Customer Experience (CX) – Access Bank Namibia
How to Apply
1. Documentation
- Cover Letter
- Curriculum Vitae
2. Application