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Primary Location: United Arab Emirates-Dubai-Dubai – Nadd Al Shiba, Meydan, Building P
Job: Professional Support
Organization: Customer Experience
Schedule: Regular
Shift: Standard
Job Type: Full-time
Job Posting: Dec 28, 2022, 10:14:28 PM
Assistant Manager, Customer Experience Design | M
Organisation Unit Purpose
- This function represents a critical and strategic role within the organization and is responsible to enhance customer experience through various touch-points across the organization. This team will help develop and execute a strategic vision that connects customer requirements and experiences to operations and achieves desired results. It drives improved customer experience and efficiencies through the successful management and continuous improvement of key customer interactions and cross-functional processes.
- Lead the creative process of reimagining & reinventing customer journeys for all segments and products, by embedding the customer-centric approach at the core of the organization whenever an existing or new process/ service or product is offered.
- This team creates the best customer experiences by working with internal teams, business partners and most importantly customers to determine customer experience design strategy, priorities and execution plan to support a seamless, appreciated, secure and effortless customer experience across Emirates NBD.
- It will also work with teams on creating innovative digital solutions that will make services more accessible, integrated and flexible for customers with a focus on reshaping the customer experience to maximize conversions.
- This team is also responsible to define and set KPIs and performance measures, specific to Business/support units to deliver on service excellence related strategic goals which will improve customer experience in Emirates NBD.
- This team leverages both qualitative and quantitative research and other operating metrics to prioritize process improvements that drive improvements from an end-to-end customer experience view. It will also work on identifying innovative and cost effective methods to capture and analyze customer feedback.
- This team recommends action plans based on emerging service and innovation trends in the service industry. Where needed, lead organization wide cross-functional teams through major strategic service initiatives and projects to deliver expected benefits against key service focused objectives.
- This team is leading the way for establishing a proactive service organization by liaising with various departments to on-board them to a proactive service mind-set, challenge the business to be innovative and take a customer-centric proactive design approach and work with teams to identify and implement additional proactive services.
- This team will govern the format and content of all customer communications with respect to service and processes.
Job Purpose
Overall responsibility of Assistant Manager Customer Experience Design will include:
- You work with Manager / AVP Customer Experience Design to effectively gather inputs and feedback from other units within GCE as well as across the organization (all segments being handled segments and support units), to develop customer-centric experience across various touch-points, developing action plans based on market need, customer preferences, industry trends or strategic direction.
- You will assist in management of any programs/initiatives that have a direct impact on overall service excellence capabilities of the organization. Drive service improvement programs across various areas of the organization in line with overall service vision and strategy
- You will assist in management of initiatives that are derived from large scale service and experience related programs such as Service council, Customer journeys, Mystery shopping and Service Innovation.
- Expertise in the general facilitating and planning of design workshops.
- Ability to structure ambiguous problems and define tasks needed to bring clarity.
- Build strong relationships based on trust, expertise and reliability with initiative sponsors as well as managers and team members across the organization.
- Build capabilities and change mind-set/behaviour of business managers/front line and support staff in terms of customer service and customer-centric approach in order to ensure timely and sustained delivery of initiatives identified.
- Assist in the implement and management of a robust customer communication guideline platform that will ensure all customer communications are approved by GCE prior to getting released to customers. Interact and liaise with Unit heads and managers to ensure all communications are received prior to launch.
- Assist in the delivery of proactive service by handling the agents which includes monitoring of their KPIs, performance and ensuring achievement of targets. Training material and scripts development. Introduction, education and stabilization of new proactive processes related procedures.
- Ensure regular updates are shared with the management team. Work with cross-functional teams to implement the improvements identified within the stipulated time. Manage the work group sessions so that progress is tracked and issues and bottlenecks are resolved.
Main Tasks
- Assist in the generation of service improvement ideas through workshops
- Conduct focus groups and “idea generation” forums across the organization to improve service
- Assist in providing guidance and support in order to filter high impact ideas and initiatives Manage some initiatives that are the outcome of these sessions
- Set up weekly/monthly update meetings and problem solving sessions within GCE
- Define problem statements, prioritizing issues and developing solutions with cross-functional teams
- Create transparency on progress and updates – monitor progress
- Emphasize on tracking and achievement of quantitative impact
- Assist in the development of end to end Customer Journeys for segments / products the manager is tagged to.
- Manage tactical planning for initiatives identified for key Customer Experience initiatives and Customer Journey Mapping
- Create transparency on progress and time lines through segment meeting updates
- Implement services identified and agreed upon
- Implement tracking mechanism to measuring proactive services impact and resulting savings
- Liaise with product, operations and segment teams to ensure a robust process is in place to feed constant update and amendments
- Review product/ service wise completion with business heads
- Implementation of innovations identified as part of the strategic vision and long term goal of the Organization in terms of service and experience Innovation
- Implementation of innovative ways to improve services offered to customers
- Maintain an up to date repository of sms and EDM content in place and being used
- Ensure all changes in design are adapted for all existing collaterals
Description of Knowledge / Skill etc.
Graduate in Marketing or Finance
Specialization in following areas is essential; Project Management, Operations, Process Improvements, Customer Service. Advanced level of negotiation, presentation, analytical and interpersonal competencies are pre-requisites.
6+ years banking experience specially in the areas like Project Management, Customer and Relationship Management, Business Dashboards and KPIs, Change Management and Innovation
Technical
Expertise in Banking and Financial Services
Banking Operations and Customer service delivery
Project management, planning and execution skills
Structured Problem Solving skills
Managerial
Excellent analytical and communication/presentation skills
Excellent people management and senior stakeholder interaction skills
Ability to lead and manage complex managerial situations
Role Model in Leadership Capabilities
Excellent Team player
Willing to learn and adapt to changing situations/priorities
Excellent track record of Mentoring and Team development
Qualifications
Description of Knowledge / Skill etc.
Graduate in Marketing or Finance
Specialization in following areas is essential; Project Management, Operations, Process Improvements, Customer Service. Advanced level of negotiation, presentation, analytical and interpersonal competencies are pre-requisites.
6+ years banking experience specially in the areas like Project Management, Customer and Relationship Management, Business Dashboards and KPIs, Change Management and Innovation
Technical
Expertise in Banking and Financial Services
Banking Operations and Customer service delivery
Project management, planning and execution skills
Structured Problem Solving skills
Managerial
Excellent analytical and communication/presentation skills
Excellent people management and senior stakeholder interaction skills
Ability to lead and manage complex managerial situations
Role Model in Leadership Capabilities
Excellent Team player
Willing to learn and adapt to changing situations/priorities
Excellent track record of Mentoring and Team development
Primary Location: United Arab Emirates-Dubai-Dubai – Nadd Al Shiba, Meydan, Building P
Job: Professional Support
Organization: Customer Experience
Schedule: Regular
Shift: Standard
Job Type: Full-time
Day Job
Job Posting: Dec 28, 2022, 10:14:28 PM
