Specialist- CX Analytics

2 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates First Gulf Bank PJSC Full time
Full-time

Sub Division:
Group Customer Experience and CB TransformationDivision: Consumer Banking Group
  • UAECompany DescriptionNow it's your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region.
Shaking up the world of banking requires a lot of smarts and skill.

We're looking for the brightest and best to help us reach our goals and we'll also help you reach yours.

Your success is our success as you grow stronger in your career. Join us and leave a legacy of your own, as a pioneer in both the company and the industry.

Job DescriptionJob PurposeThe 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 organizationImplementing 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 satisfactionImplementing 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.

Supporting the Customer Experience team in reporting & analysis requirements and in the development and implementation of various initiatives within business areasKey AccountabilitiesStrategy Development and ImplementationDesigns and creates service standards and KPIs across all segments, channels and customer touch pointsAccelerates adoption of customer service standards/metrics throughout the organization by training and coaching employeesDefines employees training deliverables to help create a culture that is more customer service focusedPerforms regular CVP Audits across channels to gauge adherence to standardsAssesses how well a delivered service conforms to customer expectations to quickly identify problems and to assess customer satisfactionContinually 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 measuresContinually challenges the environment on service standards, delivery, processes and attitude towards the customer's End to End experienceContinuously fosters a more customer-centric culture within the organization by defining employee training and cultureDefines goals and key performance indicators for each member of the team and ensure effective implementation of the organization's performance management processForming 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 processDevelops talent within the team by providing guidance and coaching to achieve the defined goalsConducts ongoing analysis, reporting and feedback distribution of customer surveysConducts data gathering and research activities for relevant stakeholdersPerforms in-depth data mining and process mapping where neededContinually reviews current and existing customer touch points, channels and processes to identify areas of improvement and efficiencySupports the design and implementation of various initiatives executed by the Customer Experience teamWorks with key stakeholders including process owners, management, IT and staff to ensure all Customer Experience team initiatives are fully implemented into the departmentCollaborates with Senior Managers to successfully support department objectivesLeadershipAct 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.

Change ManagementLead 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 issuesDefines and maintains list of initiatives, and cascades FAB-wide transformation initiatives as requiredArticulates and strategize transformation initiatives into an actionable roadmap across Businesses highlighted through customer feedback , or other key transformation initiativesDelivers 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 GroupEnsures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areasReportingEnsure 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 requiredEnsures 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 areasProactively identifies and provides solutions for any strategic delivery risks and issues
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