Customer Experience Analyst Job in Kenya

Customer Experience Analyst

Responsibilities

Ensure delivery of high-quality
service at customer service through handling customer queries and complaints
within set SLA’s.

Enhance uptake and utilization of
products, services, and channels during service.

Responsible for identifying and
reporting potential and actual Money Laundering Risk, including suspicious
transactions in accordance with the laid down AML policies & procedures..

Business
Reporting: 50%

Ensure timely and accurate performance
dashboards and Customer Experience reports to business and stakeholders as
required.

Support in preparation of Monthly,
Quarterly and Executive Summary reports for Customer Service Department.

Customer experience reports analysis
and interpretation.

Business reporting as guided by Senior
Manager, Customer Service.

Quality
Assurance: 40%

Ensure delivery of comprehensive
controls covering Complaints Management, Service Quality and all the key
business requirements within Customer Experience and ensuring that any gaps in
the review process are identified and escalated based on sampling.

Carry out reviews professionally and
consistently produce a high standard of documentation i.e. evidence on Service
Quality checks and within the agreed timelines with the business stakeholders.

Advise Management where any issues
need escalations for action and decision making.

Conducting unplanned / ad-hoc reviews
in terms of specific need and expectation across the Customer Experience
Department as well as other business areas on Customer Experience.

Service Quality checks on Complaints
Management across the business, Customer Experience Regional Partners, Service
Quality Analysts and Complaints Handling Analysts .

Conduct and work with partners to do
snap checks / peer reviews on Customer Experience in branches or departments.

Tracking, monitoring and closure of
control assurance findings arising from planned /Ad-hoc reviews.

Identify thematic controls within the
business and recommend suitable solutions to enhance Customer Experience.

Support management undertake periodic
checks to test adherence to and sustainability of remediation actions arising
from audit, regulatory checks, and balances.

Conduct training on soft skills and
effective complaints management for new and current staff.

Service
improvement: 10%

Keep yourself updated with the
emerging risks within /outside the business and share the same with the other
assurance teams.

Facilitate coaching / training of team
members when gaps occur in controls.

Share knowledge, information, ideas
and assist in the training of less experienced colleagues.

Own and ensure the control compliance
program for the unit is robust and maintained across all operations in the
department.

Enhance awareness and implementation
of bank policies, manuals, standards and procedures to strengthen control
assurance on Customer Experience

Qualifications

Statement regarding minimum educational and experience qualifications, required
proficiencies with specialized knowledge, required certifications;

3 years or more experience in an
analyst role within customer experience in banking or an established financial
institution.

Thorough understanding of Customer
experience metrics and data.

Excellent analytical skills to enable
resolution of unstructured and complex problems.

Professional knowledge in Microsoft
PowerPoint and Excel.

Advanced Excel Skills MUST.

Contact center knowledge MUST

Working knowledge and understanding of
quality assurance and customer experience concepts.

How to Apply

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