Location: Uganda Office

Reports to: COO

Provides supervision to:

Purpose of the position:

In summary, as the Head of Customer Experience, your role is crucial in shaping the overall customer journey, fostering customer loyalty, and driving business growth through exceptional service delivery.

Key Outputs/Responsibilities

(Accountabilities and results)       

• Define and implement standards/procedures for ensuring optimal customer experience.
• Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company.
• Liaise with the production and creative departments to ensure delivery of high-quality products and services.
• Define and implement standards/procedures for ensuring optimal customer experience.
• Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company.
• Liaise with the production and creative departments to ensure delivery of high-quality products and services.
• Define and implement standards/procedures for ensuring optimal customer experience.
• Developing and implementing customer experience strategies to enhance customer satisfaction, loyalty, and retention.
• Overseeing all customer service operations, including handling customer inquiries, resolving issues, and ensuring a positive customer experience.
• Identifying areas for process improvement in customer service operations and implementing solutions to enhance efficiency and effectiveness.
• Training and Development**: Providing training and guidance to customer service teams to ensure they have the skills and knowledge to deliver exceptional service.
• Quality Assurance : Monitoring and evaluating customer interactions to maintain high service quality standards and address any areas needing improvement.
• Feedback Analysis :Collecting and analyzing customer feedback to identify trends, issues, and opportunities for enhancing the overall customer experience.
• Cross-functional Collaboration Collaborating with other departments such as marketing, sales, and operations to ensure a seamless and consistent customer experience across all touchpoints.
• Performance Monitoring: Tracking key performance indicators related to customer satisfaction, service levels, and resolution times to drive continuous improvement.
• Technology Utilization: Leveraging technology and tools to streamline customer service processes, improve response times, and enhance the overall customer experience.
• Customer Advocace  : Serving as a customer advocate within the organization, championing customer-centric initiatives and driving a customer-first culture.

Core Capabilities:

Achieving capabilities

Achieving quality results and service

Practicing accountability and integrity

Communicating information effectively

Thinking Capabilities

Thinking clearly, deeply and broadly

Understanding Tangerine mission & operations

Practicing innovation & change

Self-managing Capabilities

Learning for growth and development

Maintaining work/life balance

Relational Capabilities

Building collaborative relationships

Practicing gender & cultural diversity

Influencing individuals & groups

Other critical skills and abilities

• Excellent interpersonal skills
• Energetic and ability to be active throughout and willing to learn
• High level of honesty, integrity, and confidentiality
• Excellent communication skills and a high level of customer care
• Willing to work long hours with minimum supervision