As Senior Manager, Customer Experience reporting to the COO, you will own the end-to-end customer experience strategy and be the Bank’s chief advocate for the customer. You will translate customer insights into action, embed service excellence as a way of working, and ensure a consistent, differentiated, and seamless omni-channel experience.
Your leadership will directly influence:
Customer satisfaction, loyalty, and retention
Brand trust and market differentiation
Growth across retail, SME, corporate, and diaspora segments
Service productivity, efficiency, and risk discipline
Key Accountabilities
Customer Experience Strategy & Culture
Define and execute a Bank-wide customer experience strategy aligned to business and growth objectives.
Design and institutionalize customer service standards, frameworks, and omni-channel service models.
Champion a customer-centric mindset and embed service excellence across all functions.
Lead customer loyalty, engagement, and retention programmes that deepen relationships and lifetime value.
Continuously redesign and optimize customer journeys using feedback, analytics, and real-time insights.
Drive service innovation, digitization, automation, and process improvement initiatives.
End-to-End Service Delivery Oversight
Provide Bank oversight of customer experience across branches, contact centre, digital channels, and support units.
Ensure consistent service standards, seamless handoffs, and frictionless omni-channel journeys.
Set, monitor, and enforce SLAs, turnaround times, and quality benchmarks across all service points.
