SME Banking Customer Experience Manager

Job Summary

We are seeking a passionate and experienced SME Banking Customer Experience Manager to join our team. In this role, you will be responsible for enhancing the customer digital journey for our SME lending clients, ensuring that their needs are met at every touchpoint.

Description

• Customer Journey Mapping via Digital Channels: Analyze and improve the SME lending customer journey, identifying pain points and opportunities for enhancement
• Stakeholder Collaboration: Work closely with product, sales, and marketing teams to align strategies that improve customer satisfaction and retention
• Feedback Management: Implement and oversee customer feedback mechanisms, including surveys and focus groups, to gather insights on customer needs and experiences
• Performance Metrics: Monitor and report on key performance indicators (KPIs) related to customer experience, including customer satisfaction scores
• Continuous Improvement: Lead initiatives aimed at enhancing the overall customer experience, fostering a culture of continuous improvement within the team

Requirements

• Bachelor’s degree in Business, Finance, Marketing, or related field
• Minimum of 3 years of experience in customer experience management in digital channels, preferably in the banking or financial services sector
• Strong understanding of SME lending products and services
• Excellent communication and interpersonal skills
• Proven ability to analyze data and translate insights into actionable strategies
• Strong project management skills and the ability to manage multiple priorities