Head of Customer Experience Job Opportunity at Diamond Trust Bank

Head of Customer Experience Job Opportunity at Diamond Trust Bank

Head of Customer Experience

Diamond Trust Bank

Job Purpose:

Responsible for delivering high standards of service to customers by making the most effective and efficient use of call-center staff and technology resources.

Duties

Implement a smooth and consistent customer experience across all touchpoints.
Develop, track, and review customer journeys at all stages.
Interaction with customers across channels, platforms, and branches.
Coordination with all stakeholders for sound customer journey during development of new products in the bank.
Oversee the resolution of customer complaints and enquiries, and directly undertake resolution of escalations from the Service Excellence team.
Oversee the activities relating to the Bank’s contact center, customer feedback channels, and general service standards across the Bank.
Generating and sending accurate and timely management reports relating to the designated service excellence programmes and activities (complaints, feedback, and root cause).

Requirements

Bachelor’s degree in Business Administration, Commerce, Banking and Finance, or a related field of study.
At least 5 years of work experience in a customer assistance role within the bank or financial services.
Possessing a qualification in Quality Management is an added advantage.

Personal Attributes

Strong service ethic, and a structured approach to dealing with complex and variable work environments in an independent manner.
Ability to balance opposing business requirements.
Ability to balance long-term and short-term requirements independently.
Strong evaluation, communication, and reporting skills.
Able to provide advice and cause/effect evaluation to support business decision making.
Independent and logical thinker, yet an achiever and implementer.
Complies with and enforces standard policies and procedures.
Leads by example.

Candidate Profile

The desired candidate should possess experience to lead and manage customer experience initiatives to enhance customer satisfaction.

Application Process

Please send your application letter and CV to:

Email: [email protected]

Deadline: 1st July 2025

Successful candidates will be contacted within 14 days after the deadline of submission.