Team Leader, Customer Experience Delivery

• Bachelor's degree in a business-related field from a recognized University.

• Master’s degree will be an added advantage.

• Minimum of 4 year's related experience in journey mapping, lifecycle management, 1 year experience in a Bank/Financial Institution, Tech environment.

• Strong customer relationship development and management skills.

• Proven quality and service quality management capability.

• Solid understanding of business processes and service delivery operations.

• Effective negotiation, problem-solving and conflict-resolution skills.

• Excellent verbal and written communication abilities.

• Creative, innovative and solution-oriented mindset.

• Strong presentation and stakeholder engagement skills.

• Ability to manage multiple tasks and priorities effectively.

• High standard of professional telephone etiquette.

• Superior product and service knowledge.

• Demonstrated leadership and supervisory experience.

• Teambuilding and conflict-management skills.

• Excellent organizational and coordination abilities.

• Sound general management and administrative skills.

• High level of initiative and accountability.

• Strong analytical and structured problem-solving skills.

• Effective self-management and organizational skills.

• Excellent interpersonal and relationship-building skills.

• Knowledge and application of Total Quality Management principles

• Collaborate with stakeholders to ensure the customer experience process integrates with day-to-day tasks, decisions and implementations.

• Work with stakeholders to incorporate customer experience requirements into application, product, channels, touch point designs.

• Monitor adherence to the defined customer journeys.

• Responsible for the creation of the best user experience across various CX platforms, products and touchpoints in the bank.

• Collaborate with product owners to achieve product-market fit and provide customer insight during product development.

• Use data and knowledge of customer expectations to review CX and UX across the various service delivery channels.

• Co-design and implement the user experience across the various touchpoints.

• Benchmark the Bank’s CX, UI, UX performance against peers and key performance indicators (KPIs) targets to identify improvement opportunities.

• Design, map and oversee implementation of Customer Journeys.

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