Jobs in Kuwait - career in Kuwait - vacancies in Kuwait-Senior Manager Customer Experience and Knowledge - Kuwait Finance House-Jobs in Kuwait - career in Kuwait - vacancies in Kuwait
Customer Experience and Knowledge Management
- Activate and Support Customer Experience Board, and work in close collaboration with KFH Retail teams to identify priority customer experience projects.
Lead the development of detailed Experience dashboards, coordinate its implementation and handover to BI/CRM teams.
Execute and support data sources integration to feed on the dashboards, get senior approval for regular reporting framework and pilot initial survey launch.
Track and follow up dashboard deployment.
Support Customer Experience Board, by working with KFH Retail teams to identify the people, process, and technology capabilities required to deliver desired customer experiences in market per each customer segment, and then plan for the implementation of those experiences.
Analyze "voice of the customer" and behavioral information to understand customers satisfaction/dissatisfaction pressure points along with their attitudes, motivations etc. to develop deep insights into customer needs and behaviors and report recommendations to Customer Experience Board.
Propose the roadmap of customer experience that reflect the desirable customer strategy, enhance satisfaction, and are profitable.
Propose to translate high level experience design into specific action standards for customers according to each type of products and channels.
Execute customer experience assessments and gap analyses (voice of customer, Best Practices, Competitive).
Create and manage a database of market, customer and competitor information and intelligence to be used by any of the functions/ departments in the bank
Identify and regularly capture data sources for the database, including external sources, 3rd party providers and internal data/ information (e.g. customer satisfaction research) and develop ad-hoc reports at the request of management
Under the mandate of Customer Experience Board, describe the customer experience life cycle and touch-point maps and interaction occasions.- Produce report of all issues that may impact KFH customer experience to be submitted to the Customer Experience Board and identify corrective measures with the relevant functions.
Job Details
| Date Posted: | 2018-02-07 |
| Job Location: | Al Kuwait, Kuwait |
| Job Role: | Banking |
| Company Industry: | Islamic Banking |
Preferred Candidate
| Career Level: | Management |
| Degree: | Bachelor's degree |
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Jobs in Kuwait - career in Kuwait - vacancies in Kuwait-Senior Manager Customer Experience and Knowledge - Kuwait Finance House-Jobs in Kuwait - career in Kuwait - vacancies in Kuwait
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