NMB Bank PLC Customer Experience Insight Specialist


Bringing You Closer

Job Title: Customer Experience Insight Specialist (1 Position)


Head Office, Headquarters

Job Description:

Are you passionate about enhancing customer experiences and driving business growth? We are looking for a Customer Experience Insight Specialist to join our team. In this role, you will collaborate with both our business and technology teams to define requirements, develop solutions, and elevate customer journeys. By utilizing customer data and feedback, you will identify pain points and champion top-tier experiences.

Key Responsibilities:

1. Customer Experience Frameworks: Design and implement pan-bank customer experience frameworks and design principles using insights to boost client acquisition, retention, operational efficiency, and revenue generation.

2. Collaboration: Work seamlessly with cross-functional groups, including project/product managers, business leaders, and tech teams, to ensure the successful delivery of customer projects.

3. Data-Driven Approach: Manage customer experience improvement projects across the customer lifecycle, including journey mapping, content creation, implementation, and analysis.

4. Actionable Insights: Translate analytical findings into actionable insights and recommendations to drive improvements.

5. Customer Satisfaction: Implement measures to capture and track customer satisfaction and foster a customer-centric culture within the organization.

6. End-to-End Journey Design: Design customer journeys for new products, services, and campaigns while continuously improving the overall customer experience.

7. Voice of the Customer: Leverage customer feedback and insights to understand customer needs and drive cross-functional action plans.

8. Customer Experience Benchmarking: Develop tools and analysis for benchmarking customer experiences.

9. Metrics and Reporting: Perform data and trend analysis, produce reports for internal and external distribution, and manage various metrics and KPIs.

10. Service Design: Facilitate the development and maintenance of customer experience standards, methodologies, and frameworks. Collaborate with product and innovation teams to implement customer-focused solutions.

11. Compliance: Ensure compliance with customer experience standards and regulatory requirements in all products and services.

Qualifications and Experience:

  • University degree/Advanced diploma in Information Technology, Computer Science, Telecommunication, or equivalent qualifications from a recognized institution.
  • Minimum of 5 years of relevant experience.
  • Proficiency in technology languages and applications, particularly in Contact Center operations.
  • Familiarity with data-related languages (SQL, Python) is an advantage.
  • Strong skills in data visualization and analysis (Power BI, Advanced Excel, Tableau).
  • Excellent interpersonal skills with the ability to think strategically and implement tactically.

At NMB Bank Plc, we are committed to diversity and gender balance. We strongly encourage female candidates and individuals living with disabilities to apply.

NMB Bank Plc does not charge any fee for the application or recruitment process. If you receive a solicitation for payment, please disregard it.

Only shortlisted candidates will be contacted.

Application Deadline: September 29, 2023

How to Apply:


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