A Head of Customer Service - Banking is required for a bank in Kuwait to manage the Customer experience teams (Service excellence, loyalty and retention) on a daily basis.
Client Details
Bank in Kuwait
Description
The Head of Customer Service - Banking will be responsible for the following:
- Define detailed vision for customer experience across channels, based on strategy developed for retail- Align and ensure consistency in customer journeys across channels (offline and online)- Map pain points and redesign customer journeys where relevant to create a seamless experience for customers- Lead the development of a comprehensive CRM system across channels to gather customer information and ultimately improve customer experience- Develop and deploy a customer retention and loyalty program to increase and enhance key touch-points with customers- Assess migration patterns between channels and platforms- Lead research and observations of customer behavior across channels- Test ideas proposed by customers / employees to improve customer experience
Profile
The Head of Customer Service - Banking must have the following:
- +10 years of relevant experience- Customer management with track record of improvement in customer experience- Involvement in large-scale transformation program, involving multi-disciplinary stakeholders and external vendors, as well as change management- Strong knowledge of digital trends and innovations- Management of B2C business
Job Offer
Competitive package
Job Details
| Date Posted: | 2016-06-16 |
| Job Location: | Kuwait |
| Job Role: | Customer Service |
| Company Industry: | Banking |
Preferred Candidate
| Career Level: | Management |
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