General Manager, Customer Experience

The job holder will drive customer-centricity awareness and a "customer first" culture; manage the strategic delivery of Customer Experience through all customer touchpoints, channels, and business units; and implement collaborative action plans to enhance customer-centricity awareness. The role also provides executive leadership and advocacy for Customer Experience within SBM Bank Kenya.Customer Experience Strategy and Implementation (20%)Develop and implement Customer Experience business plans and strategies into relevant and productive day-to-day implementation plans and actions for service teams, ensuring execution of programs that provide outstanding customer experience and identifying improvement initiatives.Analyze and monitor service delivery across all customer touchpoints and develop strategies and recommendations to optimize service quality.Drive Net Promoter Score (NPS) initiatives to enhance Customer Experience and recommend service improvement areas.Identify opportunities for client-centric process improvements based on Root Cause Analysis (RCA), Voice of Customer (VoC), customer pain points (CPP), and drive improvements across the business.Analyze Voice of Customer (VoC) data and advise the business on potential risk areas while leveraging strengths for business development.Develop and monitor customer service performance indicators through qualitative, quantitative, and evaluation consistency reports within agreed timelines.Implement a customer-centric culture across cross-functional work processes to enable service excellence.Guide and support business process re-engineering and alignment with Customer Experience initiatives, including the Contact Centre.Develop a customer touchpoint strategy to ensure service consistency through Service Level Agreements (SLAs) and CRM deployment.Oversee service recovery by ensuring customer complaints are addressed and resolved within established standards.Analyze and identify process gaps affecting Customer Experience.Monitor Contact Centre operations to ensure optimal performance and...