Manager - CX Analytics & Reporting

• Sub Division: Group Customer Experience and CB Transformation
• Division: Consumer Banking Group - UAE

Join the UAE's largest bank and one of the world's largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders and communities to grow through differentiation, agility and innovation. We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting & dynamic industry.

Job Purpose

The role holder is responsible for managing, developing and driving cross-functional programs that help transform customer experience and create the building blocks for a customer-centric organization:

• 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

Key Accountabilities

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 objective

Leadership

• Act as a role model and drive adherence to organizational values and ethics by employees of the assigned function to ensure the establishment of a value driven culture within the bank