CX User Testing & Design Manager.RBG -BB Customer Service & Quality.Retail Banking Group

Job Purpose:

• Ensure all journey designs are customer centric and respond to client feedback and needs

• Able to produce and exercise test procedures and recognize errors on new and existing journeys

• Undertake and present user experience research to feed into the design to ensure the optimal user experience

• Understanding of the customer journey end-to-end

• Understanding of Consumer Protection Regulation and how it can be integrated in journeys, communication and for new products & services

• Foster innovation and customer centricity to ensure the Department’s digital experiences are contemporary, innovative, and meeting customer needs

• Detect and track digital / processes defects and inconsistencies through Voice of customers

• Provide timely solutions where gaps identified and implement

• Foster customer and frontline feedback to enhance customer experience thought journey enhancement, digitalization and process improvement

• Analyze client’s data / information to enhance customer experience

• Responsible for running and delivering all projects under the umbrella of RBG CXCG

• Ensure that all projects are delivered on-time, within scope and within budget

• Assist in the definition of project scope and objectives, involving all relevant internal stakeholders and ensuring technical feasibility

• Develop a detailed project plan to monitor and track progress

• Establish and maintain relationships with third parties/vendors

Key Result Areas:

• Improve Customer Satisfaction and Net Promoter Score through improved digitized experiences

• Improved CX through key participation in journey design and testing impacting client experience

• Enhances CX metrics across the board

• Collaborate closely with other team members and stakeholders

• Interact with customers and analyze their feedback

• Work across all levels, functions and divisions to enhance service standards

• Escalate concerns to management and when required

Knowledge, Skills, and Experience:

• Should be professional, proactive and customer centric. Courteous and respectful in communication while being empathetic & sensitive to customer needs

• Strong Analytical ability to analyze and comprehend situations and data to provide logical insights, resolutions and recommend process and product improvements

• Should possess exceptional abilities to handle complexities of stakeholder engagement with regards to problem resolution

• In depth understanding of Retail Banking products and services, processes and system complexities