Team Lead – Customer Experience

Description

• Job grade: D3 (Patterson grading)
• We are seeking a highly motivated Team Lead - Customer Experience to drive the overall customer experience (CX) strategy for Access Bank’s subsidiary

Duties

• Develop and align CX strategy with business units, driving improvements across touchpoints
• Communicate and secure buy-in for CX standards and Core-CX practices
• Create CX sub-strategies, customer journeys, and SOPs
• Define and track CX KPIs, engaging staff to ensure adherence
• Provide insights for CX enhancement and customer segmentation
• Lead problem-solving and recovery processes for customer satisfaction
• Develop communication plans to reduce friction and improve transparency
• Foster cross-functional collaboration and hold business units accountable for CX delivery

Requisites

• A degree in Customer Service, Marketing, Public Relations or related
• 8 years in a client engagement or customer service role, with at least 5 years in a managerial capacity
• Proven leadership skills, from vision setting to strategy development and implementation
• Experience in public speaking and stakeholder engagement
• Ability to manage multiple projects simultaneously
• Strong experience in client-facing roles, with demonstrated executive influence and stakeholder engagement

Notes

• Only shortlisted applicants will be contacted
• Indicate the source of this job post: working.co.na
• Access Bank Plc (Namibia) is an Equal Opportunity Employer, offering a competitive salary package
• The successful candidate will receive a salary commensurate with their qualifications and experience
• Kindly note that only shortlisted candidates will be contacted
• If you meet these criteria, please submit your application, including a cover letter, resume, and certified copies of academic certificates
• Include the following in the subject line: Team Lead – Customer Experience – Access Bank Namibia

How to Apply

1. Documentation

• Cover Letter
• Curriculum Vitae

2. Application

• Send your Documentation to hr.nam@accessbankplc.com with the Subject line “Team Lead – Customer Experience”