Applicants are hereby invited to apply for the position of Manager – Customer Experience (Management Grade 1) within our Group Marketing & Communications Department.

Applications are to be submitted on or before June 16, 2026.

JOB SUMMARY

The incumbent will establish best practices to foster a customer-centric culture across the Group. This includes addressing customer needs and enhancing satisfaction through effective processes and responsive delivery systems. They will guide stakeholders in developing CX-focused procedures, policies, and technology to identify and eliminate pain points in the customer journey, improving the Group's Customer Effort Score. The role also involves identifying sources of value and replicating successful processes and standards throughout the Group.

KEY DUTIES AND RESPONSIBILITIES

• Identifies opportunities for continuous improvement of service standards/ delivery
• Manages and leads the assessment, analysis and reporting on risks associated with service delivery and breakdowns
• Develops and maintains customer service operating standards including policy setting, procedures, process-mapping and operating systems (technology & non-technology)
• Collects, analyzes, and interprets customer interaction data to identify requirements and insights useful for optimizing the customer experience.
• Creates mechanisms to inspire a Group-wide culture of customer success & superior customer experience
• Assists in managing the budget for section/area and accounts for variances in terms of the efficient and professional operations of the Unit.
• Guides, directs, and provides oversight of staff on work activities, projects, and programmes in the Unit.
• Performs all other duties, assignments and special projects assigned by the Senior Management relative to the function.

Qualifications and Experience

• Candidates must possess a Bachelor’s Degree in Marketing or any business-related field from a reputable University or other professional qualification from a recognized professional body and three (3) years related experience in banking, at least one (1) of which must be at the Supervisory Level OR
• Executive Diploma/Diploma and five (5) years related experience in banking, at least two (2) of which must be at the Supervisory Level OR
• GMDP Certificate and seven (7) years related experience in banking, at least three (3) of which must be at the Supervisory Level
• Certifications in Customer Service/Marketing/Business Administration would be an asset
• Strategic planning and client relationship management skills
• Knowledge in Sales and Marketing
• Strong problem-solving, evaluation, and analytical skills