Specialist- CX Analytics Reporting

4 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates First Abu Dhabi Bank Full time

JobPurpose

  • The role holderis responsible for managing developing and driving crossfunctionalprograms that help transform customer experience and create thebuilding blocks for a customercentricorganization
  • Implementing and measuring servicestandards across all touch points of customers interactions acrossall segments channels products and transactional functions. Therole holder will adopt a customerfriendly approach with adequatecontrols thus influencing improvement in customersatisfaction
  • Implementing approach toeffectively manage customer data and insights from all sources andchannels ensuring that best practice customer analytics techniquesare employed.
  • Identifying trends and areas forpotential experience improvement and monitoring and reportingperformance against customer experience KPIs and servicelevels.
  • Supporting the Customer Experience teamin reporting & analysis requirements and in the developmentand implementation of various initiatives within businessareas

KeyAccountabilities

StrategyDevelopment and Implementation

  • Designs and creates servicestandards and KPIs across all segments channels and customer touchpoints
  • Accelerates adoption of customer servicestandards/metrics throughout the organization by training andcoaching employees
  • Defines employees trainingdeliverables to help create a culture that is more customer servicefocused
  • Performs regular CVP Audits acrosschannels to gauge adherence tostandards
  • Assesses how well a delivered serviceconforms to customer expectations to quickly identify problems andto assess customer satisfaction
  • Continuallyreviews customer touch points across all channels in order toaccess gaps where professional standardization isrequired.
  • Develops monitors & enhancesinternal / external SLAs TATs workflow exception mgmt. processetc.
  • Collaborates with Analytics team todeliver regular reporting to senior management on key serviceperformance measures
  • Continually challenges theenvironment on service standards delivery processes and attitudetowards the customers End to Endexperience
  • Continuously fosters a morecustomercentric culture within the organization by definingemployee training and culture
  • Defines goals andkey performance indicators for each member of the team and ensureeffective implementation of the organizations performancemanagement process
  • Forming a strong brandAdvocacy environment where teams act as agents of change for thebank.
  • Works closely with key partners to bringtogether data and insights related to customer experience acrossmultiple delivery channels.
  • Ensures continualsearch for innovative methods to leverage data and information toderive relevant insights such as emotional / conducting analysisusing varied techniques by interpreting structured/unstructuredcustomers feedback in order to translate the information to assistin informed decision making.
  • Leads thedevelopment of programs to enhance customer experience bycollecting customer feedback from various sources digital callcentre online comments social media etc. and translating the datainto actionable outcomes.
  • Track &monitor the processes related to data gathering and analysis toensure accuracy and efficiency in data analysis process andresults.
  • Oversees the data analysis processesto ensure thorough and meaningful analysis in order to facilitatedevelopment of factbased compelling recommendations to driveconsensus and strategic alignment.
  • Ensuresclear dissemination of information throughout the organization anddelivers potentially sensitive and negative customer feedback in aconstructive and professional manner for eg. via MysteryShopping.
  • Implements and continually enhancessystems and practices used for managing and reporting customerexperience performance data prioritisation of improvement optionsreporting customer experience information in an engaging wayincluding dashboards.
  • Benchmarks and appliesbest practice customer analytictechniques. 
  • Maintains anunderstanding of contemporary customer intelligence / experiencedesign and implementation to ensure customer analytics drivesoptimal outcomes.
  • Defines goals and keyperformance indicators for each member of the team and ensureseffective implementation of the organizations performancemanagement process
  • Develops talent within theteam by providing guidance and coaching to achieve the definedgoals
  • Conducts ongoing analysis reporting andfeedback distribution of customersurveys
  • Conducts data gathering and researchactivities for relevant stakeholders
  • Performsindepth data mining and process mapping whereneeded
  • Continually reviews current and existingcustomer touch points channels and processes to identify areas ofimprovement and efficiency
  • Supports the designand implementation of various initiatives executed by the CustomerExperience team
  • Works with key stakeholdersincluding process owners management IT and staff to ensure allCustomer Experience team initiatives are fully implemented into the department
  • Collaborateswith Senior Managers to successfully support departmentobjectives

Leadership

  • Actas a role model and drive adherence to organizational values andethics by employees of the assigned function to ensure theestablishment of a value driven culture within thebank.

ChangeManagement

  • Lead themanagement of change through continuous improvement of functionalsystems processes and practices taking into account globalstandards and changes in the business environment which demandproactive action plans.
  • Proactively identifiesand provides solutions for any strategic delivery risks andissues
  • Defines and maintains list ofinitiatives and cascades FABwide transformation initiatives asrequired
  • Articulates and strategizetransformation initiatives into an actionable roadmap acrossBusinesses highlighted through customer feedback or other keytransformation initiatives
  • Delivers highquality output in a timely manner by checking the progress of theprojects against timelines and output against the qualityparameters set by the Group
  • Ensures qualitydelivery by vendor as per the bank guidelines in case of outsourceddevelopment & deliveryareas

Reporting

  • Ensurethat all functional reports are prepared timely and accurately andmeet FAB requirements policies and qualitystandards.
  • Package and present progress nextsteps and challenges regarding projects to the management as andwhen required
  • Ensures timely program reportingis in place and distributed to key stakeholders/SPOCs in order todrive and influence informed decision making around priorities 
  • Leverage central function supportteams to implement the projects (IT Ops Creditetc.)
  • Ensures quality delivery by vendor as perthe bank guidelines in case of outsourced development &delivery areas
  • Proactively identifies andprovides solutions for any strategic delivery risks andissues

Qualifications:

MinimumQualification

  • BachelorsDegree in any relatedfield 

MinimumExperience

  • 5 years 

RemoteWork :

No

EmploymentType :

Fulltime

Key Skills
Adobe Analytics,DataAnalytics,SQL,Attribution Modeling,Power BI,R,RegressionAnalysis,Data Visualization,Tableau,DataMining,SAS,Analytics
Vacancy: 1

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