Senior Manager Customer Experience Insights

• The ideal candidate will have a strong understanding of customer-centric principles and will be able to translate these into metrices that will support actionable plans. Also, the candidate must have a very strong analytical skills and ability of transferring data into insights and storytelling. The Customer Experience Insights Senior Manager will also be responsible for managing and developing the customer insight team and Bank wide Mystery shopping and Market Research activity when comes to Customer Experience data.


• Will be responsible for bank wise metrics and target that enables through the design ands service level indicators which is taken into positive change to our customers


• Work closely with internal stakeholders to build Customer Experience dashboards and KPIs/OKRs needs with insights from all other stakeholders


• To build and work on the needed Market Research and Mystery shopping programs


• Build Customer Experience Dashboard of performance review and as per business needs


• Understand functions needs and Customer expectations aligned with needs and ensure the measurements of the CX ROI


• Build the necessarily surveys and CX Index which will enhance the overall performance with a ‎360-degree analysis


• Ability to do the dashboards and frequency of reporting


• Build, and update customer experience dashboards which includes all related KPIS for functions based on the


• Contribute and drive the Development and implementation of customer experience strategies


• Manage and develop the customer experience insight and research team


• Track and report on customer different metrics


• Analyse customer feedback and identify opportunities for improvement.


• Collaborate with other departments to ensure a consistent customer experience.


• Developing root cause analysis based on insights findings.


• Building CX insight data library for the department


• Monitor customer experience department data files, data mapping is correct and free of errors


• Building CX reports and templates for stakeholder


• Transfer the knowledge across the CX research and insight team

ا لمهارات

• Bachelor's degree in business administration, marketing, data science or a related field


• ‎9+ years of experience in customer service or a related field


• Strong understanding of customer-centric principles


• Excellent communication and interpersonal skills


• Ability to work independently and as part of a team


• Strong analytical and problem-solving skills


• Proficient in Excel, SPSS, Power Bi, relevant software.


• VOC Tools and Systems knowledge


• Analytical skills


• Knowledge of tableau and power bi