UNITS, INSIGHT & ANALYTICS-VACANCY AT PROTEN INTERNATIONAL LIMITED

• • Develop an effective and unified Model and measure and analyze VOC, VOE & VOB in a bid to transform the Bank’s customer experience.

• Empower CX Key stakeholders and Executives with data-driven insights to allow them to apply changes that will deliver experiences that delight customers and leverage innovations.
• Use Predictive Analytics to establish key proactive measures to achieve business impact and boost customer loyalty and retention.
• Identify data, technology, and interactive tools required to acquire, store, and provide KPIs at the various levels  across the organization

Responsibilities

• Provide leadership and direction for the team to ensure quality in service delivery and provide an integrated view of the team’s objectives in line with the Bank’s goals and objectives.
• Drive and own the team’s strategy and execution roadmap covering all relevant functions to govern the end-to-end framework and ensure accountability for results
• Provide subject-matter expertise on leading practice frameworks for understanding customer engagement and behavior
• Ensure the delivery of excellent customer experience by the company’s vision and leading practices, across its various channels
• Apply design thinking in mapping and creating seamless customer journeys analytics via all touchpoints
• Establish performance and satisfaction metrics for defining excellent relationships with the customer
• Lead the review, research, analysis, and comparison of the customer competitive landscape, leading practices, and drivers of customer experience in the industry.
• Review customer behavior and activity to derive insights on key drivers to enhance the customer experience across segments, products, processes, and services
• Review Performance data to monitor the adoption of customer experience standards across all our customer journeys, business processes, and touchpoints
• Review performance dashboards on power BI to derive insights and drive business process improvement initiatives to steer implementation across channels and journeys
• Develop and implement training in appropriate tools and techniques for effective insights & analytics.
• Ensure appropriate Management Information is available to support the CX Group and the Bank (Monthly, Quarterly, Annual, etc. reports)
• Identify and prioritize actionable levers to improve the end-to-end   customer experience
• Monitor all the activities of the insights, analytics, segmentation, and VOC/VOE/VOB team to meet group goals and KPI
• Perform other duties as assigned by the Chief Customer Experience Officer