Team Lead, Insights

Job Role

• Empower CX Key stakeholders and Executives with data driven insights to allow them to apply changes that will deliver experiences that delight customers and leverages innovations.

Functions & Responsibilities

• Review subject-matter expertise on leading practice frameworks for understanding customer engagement and behaviour
• Ensure the delivery of excellent customer experience in accordance with the company’s vision and leading practices, across its various channels
• Apply design thinking in mapping and creating seamless customer journey insights via all touchpoints
• Review the performance and satisfaction metrics for defining excellent relationship with the customer
• Conduct the review, research, analysis, and comparison of competitive landscape, leading practices, and drivers of customer experience in the industry
• Measure current state CX metrics and gaps vs. capabilities / offerings
• Leverage on business intelligence analytics to derive insights and drive business process improvement initiatives to steer implementation across channels and journeys
• Review customer’s behaviour and activity analytics and derive insights on key drivers to enhance customer’s experience across processes and services
• Review Performance data to monitor adoption of customer experience standards across all our customer journeys, business processes, and touchpoints
• Create performance dashboards on power BI to derive insights and drive business process improvement initiatives to steer implementation across channels and journeys
• Ensure appropriate Management Information is available to support the CX Group and the Bank (Monthly, Quarterly, Annual etc. reports)
• Review the Voice of the Customer (surveys, social media, interactive sessions etc.) and provide insights on key drivers to enhance Customers Experience.
• Map SBU, VOC and CRM Analytics to get overall insights and a global view of Customer’s experience in the Bank.
• Perform other duties as assigned by the Unit Head, insights and analytics and the Chief Customer Experience Officer

Required Knowledge, Skills & Abilities

• Ability to understand business objectives and align customer experience accordingly
• Excellent customer relationship Management
• Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centred design and performance management
• Proven experience designing and delivering human centred experiences
• Relevant experience leading customer experience transformation initiatives
• A good understanding of CX leading practices
• Thorough understanding of qualitative and quantitative research
• Proven supervisory and people management skills
• A good understanding of CX leading practices
• Thorough understanding of qualitative and quantitative research
• Strong negotiation and relationship management skills with ability to create support and buy-in across a wide range of stakeholders
• Excellent analytical and problem-solving skills
• Service quality Management
• Presentation Skills
• Ability to manage multiple tasks
• Superior product knowledge
• Database Management

Generic Skills

• Initiative
• Analytical Skills/ Problem solving
• Organizational skills
• Interpersonal Skills
• Good Oral & Written communication
• Creative and innovative

Execution Skills

• Strategic thinking and foresight
• Interpersonal, networking and influencing skills
• Problem-solving and analytical skills
• Data-driven and an aptitude for technology

Supervisory Skills

• People Management
• Excellent communication skills
• Stakeholders Management

QualificationsProfessional RequirementsQualification

• Minimum of bachelor’s degree qualified in any discipline
• Any CX certification a plus

Minimum Experience

• Minimum of 6 year’s related experience in customer experience; at least 4 years’ experience in a Bank/Financial Institution
• Demonstrated leadership skills from vision setting to strategy definition.
• Accustomed to public speaking and engagement both internally and externally
• Demonstrated ability to multi-tasks and focus on multi-projects delivery
• Significant experience in client facing role requiring stakeholder engagement and executive influence