Job Opportunity: Head of Customer Experience at Diamond Trust Bank
Position Overview
We are hiring!
Position: Head of Customer Experience
Job Purpose: Responsible for delivering high standards of service to customers by making the most effective and efficient use of call-center staff and technology resources.
Duties
- Implement a smooth and consistent customer experience across all touchpoints.
- Develop, track, and review customer journeys at all stages.
- Interaction with customers across channels, platforms, and branches.
- Coordination with all stakeholders for sound customer journey during development of new products in the bank.
- Oversee the resolution of customer complaints and enquiries, and directly undertake resolution of escalations from the Service Excellence team.
- Oversee the activities relating to the Bank’s contact center, customer feedback channels, and general service standards across the Bank.
- Generating and sending accurate and timely management reports relating to the designated service excellence programmes and activities (complaints, feedback, and root cause).
Requirements
- Bachelor’s degree in Business Administration, Commerce, Banking and Finance, or a related field of study.
- At least 5 years of work experience in a customer assistance role within the bank or financial services.
- Possessing a qualification in Quality Management is an added advantage.
Personal Attributes
- Strong service ethic, and a structured approach to dealing with complex and variable work environments in an independent manner.
- Ability to balance opposing business requirements.
- Ability to balance long-term and short-term requirements independently.
- Strong evaluation, communication, and reporting skills.
- Able to provide advice and cause/effect evaluation to support business decision making.
- Independent and logical thinker, yet an achiever and implementer.
- Complies with and enforces standard policies and procedures.
- Leads by example.
Candidate Profile
The desired candidate should possess experience to lead and manage customer experience initiatives to enhance customer satisfaction.
Application Process
- Please send your application letter and CV to:
Email: [email protected] - Deadline: 1st July 2025
- Successful candidates will be contacted within 14 days after the deadline of submission.
