About the Wema Bank 2024 Recruitment: Customer Experience Office
Responsibilities of Wema Bank Customer Experience Officers:
The primary role of Wema Bank Customer Experience Officers includes:
— Evaluating all customer touchpoints to identify gaps for service improvement initiatives and ensuring adherence to behavioral standards.
— Conducting periodic surveys on customer satisfaction and service quality indices for both internal and external customers. They recommend appropriate training and development programs based on identified gaps.
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— Engaging stakeholders to address identified service challenges, using feedback from measurement reports. They also run periodic campaigns to communicate service measurement attributes across branches and strategic business units (SBUs).
— Conducting research assessments and implementing industry best practices and initiatives aimed at continuous service improvement.
— Obtaining and analyzing data from various service measurement tools such as Check Market, Microsoft Forms, Customer Feedback, and Service Level Agreements.
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— Creating curriculum and training slides for bank-wide service excellence training targeted at frontline staff, including operators and marketers.
— Facilitating customer experience training for new hires, specifically Branch Service Associates (BSA).
— Performing periodic service audits (Spot Checks) across the bank’s physical touchpoints, including branches.
Additionally, they review Mystery Shopping Grid and videos provided by external vendors to capture findings, justifications for ratings, identified gaps, and recommendations.
Rewrite in standard American English:
— Conceive, initiate, and execute customer experience initiatives.
— Ensure timely completion and reporting of Spot Checks and Branch Visits.
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— Coordinate with the Business Process Re-engineering team to review and document all service improvement processes.
Requirements for Wema Bank Customer Experience Officers:
Education: Bachelor’s degree (any discipline)
Specialized knowledge: Proficiency in Microsoft Office suites
Skills: Writing, Analytical thinking, Problem-solving
Specialized knowledge: Understanding of basic products and services in the banking industry
Abilities: Strong orientation towards customer service
Benefits:
— Healthcare coverage
— Parental leave (for both paternity and maternity)
— Year-End Bonus (13th month)
— Opportunities for professional development and career growth
— Dynamic and collaborative work environment
— Company events
— Competitive compensation
— Leave allowance
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