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Head of Customer Experience at Diamond Trust Bank

--Powermax General Electrical Merchants Ltd--

Job Description

Job Opportunity: Head of Customer Experience at Diamond Trust Bank

Position Overview

We are hiring!

Position: Head of Customer Experience

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.

Job Industry

Business Administration and Social Studies

Job Salary Currency

Job Salary Fixed

No

Key Deliverables

  • 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).

Essential Qualities

Essential Qualities
  • 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. Job type Full-time Job
  • 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.

Application Process

  • Please send your application letter and CV to:
    Email: recruitment2025@diamondtrust.co.tz
  • Successful candidates will be contacted within 14 days after the deadline of submission.


Close Date

01/07/2025

Apply Now!