Job Title:  Customer Experience Manager

Organisation: KCB Bank Uganda Limited

Duty Station: Kampala, Uganda

About the Company:

KCB Bank Uganda Limited which is part of KCB Group, East Africa’s largest commercial bank that was established in 1896. Over the years, the Bank has grown and spread its wings into Tanzania, South Sudan, Uganda, Rwanda and Burundi completing the East African circuit in the year 2012. Today, the Group has the largest branch network in the region with over 238 branches, 950 ATMs and 8,000 agents offering banking services on a 24/7 basis in East Africa. KCB Bank Uganda was established in the year 2007 and has grown to become one of Uganda’s top ten commercial banks.

Key Duties and Responsibilities:

• To develop and deliver the Banks customer service strategy, to improve the customer experience, process excellence, achieve the Banks objectives and deliver the Banks brand promise.
• Managing the customer experience across all banking channels and inter functional to deliver high levels of service.
• Developing and delivering the Banks customer service strategy, to improve the customer experience, in order to achieve the Banks objectives and deliver the Banks brand promise.
• Outlining “the journey” to achieve the customer experience vision including key landmarks and measures of success. Incorporating and addressing the root cause of recurrent customer complaints\queries.
• Responsible for improving customer satisfaction, customer segmentation and retention objectives.
• Designing, establishing, and implementing a systematic framework that proactively solicits, anticipates, receives, and assimilates the “Voice of the Customer” across all touch points to identify customers’ critical priorities.
• Leading the development and implementation of new customer service propositions that ensure customer growth, customer satisfaction and drive cross functional experience reliability in key customer touch points whilst minimizing the disruption to the existing business.
• Championing the developing of a stronger “customer obsession” mind set & culture within the business, ensuring that all employees are consistent in their understanding of what their contribution is to the customer experience.
• Manage customer relationships and continuously improve on the same in order to create customer loyalty.
• Evaluate service delivery channels and processes and implement strategies to address service gaps.

Qualifications, Skills and Experience:

• Bachelor’s degree in any business discipline
• Post Graduate Qualification
• Certificate in Customer Experience
• 4 years in Banking Operations
• 4 years in Customer Experience Management
• Strong oral and written communication skills
• Leadership and customer focused mindset
• Analytical and Adaptability skills
• Good stakeholder Management
• Good interpersonal Skills
• Excellent Planning and Organizing capabilities
• Project Management
• Technology Proficiency – Familiarity with Customer Relationship Management tools