Specialist- CX Analytics & Reporting Jobs In Dubai 2023 | First Abu Dhabi Bank
First Abu Dhabi Bank
Specialist- CX Analytics & Reporting Jobs In Dubai 2023 | First Abu Dhabi Bank
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Description:
- The role holder is responsible for managing, developing and driving cross-functional programs that help transform customer experience and create the building blocks for a customer-centric organization
- Implementing and measuring service standards across all touch points of customer’s interactions across all segments, channels, products and transactional functions. The role holder will adopt a customer-friendly approach with adequate controls thus influencing improvement in customer satisfaction
- Implementing approach to effectively manage customer data and insights from all sources and channels, ensuring that best practice customer analytics techniques are employed.
- Identifying trends and areas for potential experience improvement and monitoring and reporting performance against customer experience KPIs and service levels.
- Supporting the Customer Experience team in reporting & analysis requirements and in the development and implementation of various initiatives within business areas
Key Accountabilities
- Designs and creates service standards and KPIs across all segments, channels and customer touch points
- Accelerates adoption of customer service standards/metrics throughout the organization by training and coaching employees
- Defines employees training deliverables to help create a culture that is more customer service focused
- Performs regular CVP Audits across channels to gauge adherence to standards
- Assesses how well a delivered service conforms to customer expectations to quickly identify problems and to assess customer satisfaction
- Continually reviews customer touch points across all channels in order to access gaps where professional standardization is required.
- Develops, monitors & enhances internal / external SLAs, TATs, workflow, exception mgmt. process etc.
- Collaborates with Analytics team to deliver regular reporting to senior management on key service performance measures
- Continually challenges the environment on service standards, delivery, processes and attitude towards the customer’s End to End experience
- Continuously fosters a more customer-centric culture within the organization by defining employee training and culture
- Defines goals and key performance indicators for each member of the team and ensure effective implementation of the organization’s performance management process
To apply for this job please visit informer.pk.
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Verify Authenticity
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Stay Informed
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What to Do If You’re Targeted
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Resources
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