Customer Experience and Insights Lead
NCBA Bank-LOOP DFS
Total years of experience :2 years, 9 Months
• Collaborate with cross-functional teams and squads to ensure that design solutions meet business goals and user needs.
• Designing Customer Journey Mapping (CJM) to enhance user experience of products and services before launch
• Analyze and report customer satisfaction through VOC surveys to improve customer experience and improve processes based on CES, NPS, and CSAT scores
• Develop dashboards for weekly and monthly performance, focusing on issue resolution, call center demand drivers, NPS, CES, and CSAT
• Document quality assurance policies, evaluate service quality, and ensure adherence to established guidelines in all business processes
• Designing and managing all customer interfaces, customer engagement messages and material (FAQs, scripts, notifications)
• Leading the business testing and user acceptance (UAT) process to ensure solutions are successfully implemented to meet business requirements
• Perform service audits (SLAs) to ensure Contact Centre and internal business support units meet their targets and achieve optimal customer satisfaction
• Conducting customer research and data analysis to identify preferences, needs, and attitudes, while providing recommendations based on findings to decision makers
• Evaluate the performance of MSL call centers and LOOP centers and generate informative reports by use of CRM tool tailored for Uganda, Kenya, Rwanda and Tanzania markets.
Master of Business Administration- Strategic Management A research project on Strategy Implementation and Performance Management of Tea Factories in Kenya