Job Description

• Develop and manage the enterprise Voice of Customer framework.
• Capture customer feedback across all channels and touchpoints, including surveys, complaints, digital platforms, contact centers, branches, social media, and relationship teams.
• Establish governance routines for monitoring customer experience performance. Provide insights to strengthen FTC and BC&FRF compliance.
• Prepare executive-level CX dashboards and management reports.
• Present key findings, risks, opportunities, and recommendations to senior management
• Ensure business units are accountable for improvement actions
• Develop and monitor dashboards covering NPS , CSAT , CES, Complaint Handling, Contact Center and Branch Service Quality Indicators
• Track customer sentiment and experience performance over time.
• Ensure all regulatory surveys including CAF external surveys are carried out as per the regulatory prescribed frequency.

Minimum Educational qualifications:

• Bachelor’s Degree in Marketing , Data Science, Research or Business Analytics, or related fields.

Minimum experience:

• 8-10 years of experience in Data Analytics, Business Intelligence, or similar roles.

Other Competence:

• Proficiency in Excel, Research Tools and data visualization preferred.
• Experience in banking or service industry will be an advantage.