Customer Experience Manager
2025-05-05T07:59:30+00:00
KCB Bank Uganda Limited
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https://ug.kcbgroup.com/
FULL_TIME
Central Plot 56, Lugogo bypass , Kampala, Uganda., P.O.Box 7399, UG
Lugogo
Kampala
00256
Uganda
Banking
Customer Service
2025-05-16T17:00:00+00:00
Uganda
8
Key Responsibilities
- To develop and deliver the Banks customer service strategy, to improve the customer experience, process excellence, achieve the Banks objectives and deliver the Banks brand promise.
- Managing the customer experience across all banking channels and inter functional to deliver high levels of service.
- Developing and delivering the Banks customer service strategy, to improve the customer experience, in order to achieve the Banks objectives and deliver the Banks brand promise.
- Outlining “the journey” to achieve the customer experience vision including key landmarks and measures of success. Incorporating and addressing the root cause of recurrent customer complaints\queries.
- Responsible for improving customer satisfaction, customer segmentation and retention objectives.
- Designing, establishing, and implementing a systematic framework that proactively solicits, anticipates, receives, and assimilates the “Voice of the Customer” across all touch points to identify customers’ critical priorities.
- Leading the development and implementation of new customer service propositions that ensure customer growth, customer satisfaction and drive cross functional experience reliability in key customer touch points whilst minimizing the disruption to the existing business.
- Championing the developing of a stronger “customer obsession” mind set & culture within the business, ensuring that all employees are consistent in their understanding of what their contribution is to the customer experience.
- Manage customer relationships and continuously improve on the same in order to create customer loyalty.
- Evaluate service delivery channels and processes and implement strategies to address service gaps.
Skills and Minimum Qualifications
- Bachelor's degree in any business discipline
- Post Graduate Qualification
- Certificate in Customer Experience
- 4 years in Banking Operations
- 4 years in Customer Experience Management
- Strong oral and written communication skills
- Leadership and customer focused mindset
- Analytical and Adaptability skills
- Good stakeholder Management
- Good interpersonal Skills
- Excellent Planning and Organizing capabilities
- Project Management
- Technology Proficiency – Familiarity with Customer Relationship Management tools
To develop and deliver the Banks customer service strategy, to improve the customer experience, process excellence, achieve the Banks objectives and deliver the Banks brand promise. Managing the customer experience across all banking channels and inter functional to deliver high levels of service. Developing and delivering the Banks customer service strategy, to improve the customer experience, in order to achieve the Banks objectives and deliver the Banks brand promise. Outlining “the journey” to achieve the customer experience vision including key landmarks and measures of success. Incorporating and addressing the root cause of recurrent customer complaints\queries. Responsible for improving customer satisfaction, customer segmentation and retention objectives. Designing, establishing, and implementing a systematic framework that proactively solicits, anticipates, receives, and assimilates the “Voice of the Customer” across all touch points to identify customers’ critical priorities. Leading the development and implementation of new customer service propositions that ensure customer growth, customer satisfaction and drive cross functional experience reliability in key customer touch points whilst minimizing the disruption to the existing business. Championing the developing of a stronger “customer obsession” mind set & culture within the business, ensuring that all employees are consistent in their understanding of what their contribution is to the customer experience. Manage customer relationships and continuously improve on the same in order to create customer loyalty. Evaluate service delivery channels and processes and implement strategies to address service gaps.
Strong oral and written communication skills Leadership and customer focused mindset Analytical and Adaptability skills Good stakeholder Management Good interpersonal Skills Excellent Planning and Organizing capabilities Project Management Technology Proficiency – Familiarity with Customer Relationship Management tools
Bachelor's degree in any business discipline Post Graduate Qualification Certificate in Customer Experience 4 years in Banking Operations 4 years in Customer Experience Management
JOB-68186fe238531
Vacancy title:
Customer Experience Manager
[Type: FULL_TIME, Industry: Banking, Category: Customer Service]
Jobs at:
KCB Bank Uganda Limited
Deadline of this Job:
Friday, May 16 2025
Duty Station:
Central Plot 56, Lugogo bypass , Kampala, Uganda., P.O.Box 7399, UG | Lugogo | Kampala | Uganda
Summary
Date Posted: Monday, May 5 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Key Responsibilities
- To develop and deliver the Banks customer service strategy, to improve the customer experience, process excellence, achieve the Banks objectives and deliver the Banks brand promise.
- Managing the customer experience across all banking channels and inter functional to deliver high levels of service.
- Developing and delivering the Banks customer service strategy, to improve the customer experience, in order to achieve the Banks objectives and deliver the Banks brand promise.
- Outlining “the journey” to achieve the customer experience vision including key landmarks and measures of success. Incorporating and addressing the root cause of recurrent customer complaints\queries.
- Responsible for improving customer satisfaction, customer segmentation and retention objectives.
- Designing, establishing, and implementing a systematic framework that proactively solicits, anticipates, receives, and assimilates the “Voice of the Customer” across all touch points to identify customers’ critical priorities.
- Leading the development and implementation of new customer service propositions that ensure customer growth, customer satisfaction and drive cross functional experience reliability in key customer touch points whilst minimizing the disruption to the existing business.
- Championing the developing of a stronger “customer obsession” mind set & culture within the business, ensuring that all employees are consistent in their understanding of what their contribution is to the customer experience.
- Manage customer relationships and continuously improve on the same in order to create customer loyalty.
- Evaluate service delivery channels and processes and implement strategies to address service gaps.
Skills and Minimum Qualifications
- Bachelor's degree in any business discipline
- Post Graduate Qualification
- Certificate in Customer Experience
- 4 years in Banking Operations
- 4 years in Customer Experience Management
- Strong oral and written communication skills
- Leadership and customer focused mindset
- Analytical and Adaptability skills
- Good stakeholder Management
- Good interpersonal Skills
- Excellent Planning and Organizing capabilities
- Project Management
- Technology Proficiency – Familiarity with Customer Relationship Management tools
Work Hours: 8
Experience in Months: 48
Level of Education: bachelor degree
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