About this role
• Develop and manage the enterprise Voice of Customer framework. • Capture customer feedback across all channels and touchpoints, including surveys, complaints, digital platforms, contact centers, branches, social media, and relationship teams. • Establish governance routines for monitoring customer experience performance. Provide insights to strengthen FTC and BC&FRF compliance. • Prepare executive-level CX dashboards and management reports. • Present key findings, risks, opportunities, and recommendations to senior management • Ensure business units are accountable for improvement actions • Develop and monitor dashboards covering NPS , CSAT , CES, Complaint Handling, Contact Center and Branch Service Quality Indicators • Track customer sentiment and experience performance over time. • Ensure all regulatory surveys including CAF external surveys are carried out as per the regulatory prescribed frequency.
Minimum Educational qualifications:
• Bachelor’s Degree in Marketing , Data Science, Research or Business Analytics, or related fields. Minimum experience:
• 8-10 years of experience in Data Analytics, Business Intelligence, or similar roles. Other Competence:
• Proficiency in Excel, Research Tools and data visualization preferred. • Experience in banking or service industry will be an advantage.