Customer Experience Director
2 weeks ago
Location: Namibia
About the Role:
We are seeking a seasoned professional to lead our customer experience efforts in Namibia. As our ideal candidate, you will have a proven track record of driving customer-centric strategies and delivering exceptional results.
About Us:
Our client is a leading bank in Namibia, committed to providing innovative financial solutions to its customers. We value our employees and strive to create a positive work environment that fosters growth and development.
About the Job:
The successful candidate will be responsible for developing and executing our customer experience strategy, aligning it with our overall business goals and market trends. This will involve working closely with various stakeholders to ensure seamless delivery of exceptional service across all touchpoints.
Main Responsibilities:
- Develop and execute the bank's customer experience strategy
- Lead the design and optimization of end-to-end customer journeys
- Manage the customer service and CX teams to deliver outstanding performance and professional growth
- Define and track key performance indicators (KPIs) such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT)
- Act as the voice of the customer within the organization
- Drive the adoption of digital tools and omnichannel strategies
- Implement robust mechanisms for collecting, analyzing, and acting on customer feedback
- Work closely with marketing, product development, operations, and technology teams
- Ensure compliance with banking regulations, policies, and service excellence standards
Your Qualifications:
- Bachelor's Degree in Business Administration, Marketing, or related field
- Masters Degree or professional certification in CX (e.g., CCXP) is an advantage
- 10+ years of experience in customer service, customer experience, or related roles
- Proven track record of designing and implementing successful CX strategies in the banking sector
- Expertise in CX tools, CRM systems, and data analytics platforms
- Strong leadership, communication, and change management skills
- A customer-first mindset
Salary:
$120,000 - $180,000 per annum
About You:
You must be a Namibian citizen or permanent resident fluent in English. If you meet the above requirements, we look forward to hearing from you.
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