Manager - Customer Experience Job Vacancy in Oman
Posted date [19-Jun-2018]  (ID: 14436)
Reset HR Service is an executive search service firm with a presence in Chennai, India. We are specialized in BFSI, IT and ITES recruitments; we can perhaps be considered as one of the preferred partner with the fastest response time to clients & candidates. We have a proven track record of successfully carrying out search assignments in India and Middle East.



The CX specialist would work with the CX team to support the day to day operations of the Transformation Program, with specific emphasis on analysis and reporting of disparate customer feedback data sources (eg. NPS, Internet Social media, product feedback) to present a comprehensive view of customer satisfaction.

Support the Head CX to manage the development and enhancement of customer centric solutions in Personal Banking
Act as the Voice of Customer (VOC) in carrying out design and implementation of the end to end customer journeys under Bank wide transformation projects
Provide recommendations on proper survey design and research methodology across multiple channels
Design and drive strategic initiatives and activities across products, channels ad customer segments to ensure good quality customer experience and comply with Global standards
Assist in conducting root cause analysis, driving improvement plans, monitoring satisfaction KPIs and understanding market trends to facilitate the design of customer satisfaction management strategy
Monitor the service satisfaction of Personal Banking customers by conducting internal/ external customer surveys, benchmarking the activities of major market players and cross-referencing market best practices
Review, dissect and rectify issues arising from complaints and/ or regulatory requirement that may impact customer satisfaction and Bank reputation, whilst taking the opportunity to translate them into effective program and process enhancement initiative
Gain requisite training and understanding to become internal expert on the CX platform
Post Details
Job Title Manager - Customer Experience
Description The CX specialist would work with the CX team to support the day to day operations of the Transformation Program, with specific emphasis on analysis and reporting of disparate customer feedback data sources (eg. NPS, Internet Social media, product feedback) to present a comprehensive view of customer satisfaction.

Support the Head CX to manage the development and enhancement of customer centric solutions in Personal Banking
Act as the Voice of Customer (VOC) in carrying out design and implementation of the end to end customer journeys under Bank wide transformation projects
Provide recommendations on proper survey design and research methodology across multiple channels
Design and drive strategic initiatives and activities across products, channels ad customer segments to ensure good quality customer experience and comply with Global standards
Assist in conducting root cause analysis, driving improvement plans, monitoring satisfaction KPIs and understanding market trends to facilitate the design of customer satisfaction management strategy
Monitor the service satisfaction of Personal Banking customers by conducting internal/ external customer surveys, benchmarking the activities of major market players and cross-referencing market best practices
Review, dissect and rectify issues arising from complaints and/ or regulatory requirement that may impact customer satisfaction and Bank reputation, whilst taking the opportunity to translate them into effective program and process enhancement initiative
Gain requisite training and understanding to become internal expert on the CX platform
Job Start Date Immediate
Number of Vacancies 1
Location Job Location -> Oman
Location City Muscat
    
Desired Candidate's Profile
Gender Male
Nationality Nationality -> Any Arabic Nationality
Candidate Current Location
Work Experience 7-10 Years
Candidate Profile Description University degree in Business Administration, Services/ Hospitality/ Operation Management or other relevant qualification
CCXP other professional certification preferred
Sound knowledge on process mapping and streamlining, service standard enhancement and product design
Customer-oriented with excellent service mindset and business acumen
Self-motivate with good leadership, project and people management, interpersonal and communication skills
Strong analytical (qualitative and quantitative) skills; ability to present analysis including trends and opportunities verbally and in writing
Proficiency in both English and Arabic
Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes
Ability to communicate effectively across the Bank with a positive disposition and ability to relate well with others
Job Classification
Job Type Job Type -> Full-time
Industry Type Job Industry -> Banking
Job Function Job Functions -> Customer Servic
Employers Details
Company Reset HR Services
Contact Person Kumar
Telephone 00914449487777



You may be interested in these jobs
careersingulf google play store