Specialist CX Analytics & Reporting Full-time Job

Key Accountabilities

Strategy Development and Implementation

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

Forming a strong brand Advocacy environment where teams act as agents of change for the bank.

Works closely with key partners to bring together data and insights related to customer experience across multiple delivery channels.

Ensures continual search for innovative methods to leverage data and information to derive relevant insights such as emotional / conducting analysis using varied techniques, by interpreting structured/unstructured customers’ feedback in order to translate the information to assist in informed decision making.

Leads the development of programs to enhance customer experience by collecting customer feedback from various sources digital – call centre, online comments, social media etc. and translating the data into actionable outcomes.

Track & monitor the processes related to data gathering and analysis to ensure accuracy and efficiency in data analysis process and results.

Oversees the data analysis processes to ensure thorough and meaningful analysis in order to facilitate development of fact-based, compelling recommendations to drive consensus and strategic alignment.

Ensures clear dissemination of information throughout the organization, and delivers potentially sensitive and negative customer feedback in a constructive and professional manner for eg. via Mystery Shopping.

Implements and continually enhances systems and practices used for managing and reporting customer experience performance data, prioritisation of improvement options, reporting customer experience information in an engaging way including dashboards.

Benchmarks and applies best practice customer analytic techniques.

Maintains an understanding of contemporary customer intelligence / experience design and implementation to ensure customer analytics drives optimal outcomes.

Defines goals and key performance indicators for each member of the team and ensures effective implementation of the organization’s performance management process

Develops talent within the team by providing guidance and coaching to achieve the defined goals

Conducts ongoing analysis, reporting and feedback distribution of customer surveys

Conducts data gathering and research activities for relevant stakeholders

Performs in-depth data mining and process mapping where needed

Continually reviews current and existing customer touch points, channels and processes to identify areas of improvement and efficiency

Supports the design and implementation of various initiatives executed by the Customer Experience team

Works with key stakeholders including process owners, management, IT and staff to ensure all Customer Experience team initiatives are fully implemented into the department

Collaborates with Senior Managers to successfully support department objectives

Leadership

Act as a role model and drive adherence to organizational values and ethics by employees of the assigned function to ensure the establishment of a value driven culture within the bank.

Change Management

Lead the management of change through continuous improvement of functional systems, processes and practices taking into account global standards and changes in the business environment which demand proactive action plans.

Proactively identifies and provides solutions for any strategic delivery risks and issues

Defines and maintains list of initiatives, and cascades FAB-wide transformation initiatives as required

Articulates and strategize transformation initiatives into an actionable roadmap across Businesses highlighted through customer feedback , or other key transformation initiatives

Delivers high quality output in a timely manner by checking the progress of the projects against timelines and output against the quality parameters set by the Group

Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas

Reporting

Ensure that all functional reports are prepared timely and accurately and meet FAB requirements, policies and quality standards.

Package and present progress, next steps and challenges regarding projects to the management as and when required

Ensures timely program reporting is in place and distributed to key stakeholders/SPOCs in order to drive and influence informed decision making around priorities

Leverage central function support teams to implement the projects (IT, Ops, Credit, etc.)

Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas

Proactively identifies and provides solutions for any strategic delivery risks and issues

FAB, the UAEs largest bank and one of the worlds largest financial institutions offers a an extensive range of tailor-made solutions, and products and services, to provide a customised banking experience. Through its strategic offerings, it looks to meet the banking needs of customers across the world via its market-leading Corporate and Investment Banking and Personal Banking franchises.
Headquartered in Abu Dhabi, in Khalifa Business Park, the banks international network spans over 19 countries, across the world, providing the global relationships, expertise and financial strength to support local, regional and international businesses seeking to do business at home and abroad. In line with its commitment to put customers first, to Grow Stronger, FAB will continually invest in people and technology to create the most customer-friendly banking experience and will support the growth ambitions of its stakeholders across the global network in which the bank operates.
To empower its customers and clients to Grow Stronger, FAB is initiating a powerful movement, which goes beyond banking. The Grow Stronger movement represents the banks promise to support its stakeholders goals and growth ambitions, providing ideas, tools and expertise to help them become stronger, today and in the future. Through a strong, diversified balance sheet, leading efficiency and a solid corporate governance structure in place, FAB is set to drive growth forward.