Ecobank Rwanda Plc.

P.O. BOX: 3268 Kigali - Rwanda

Job Vacancy: Head, Customer Experience

External recruitment Advert

Opening date: 7th February 2020

Closing date: 21st February 2020

About Ecobank Rwanda Plc

Ecobank Rwanda Plc is a full-service bank that joined the Rwandan market in 2007 with the aim of providing a broad range of products and Services to Consumer, Commercial and Corporates business segments.

The bank�s vision is to build a world-class bank and contribute to the economic development and financial integration of Rwanda and the region by providing customers with convenient and reliable financial products and services.

Ecobank Rwanda Ltd is an affiliate under Ecobank Group and operates in the Central East and southern African (CESA) region.

In order to respond to our growing market with the required human capital, we are currently looking for experienced professionals in the Following area

Role Title: Head, Customer Experience (1)

Reporting to: Managing Director Ecobank Rwanda, Group Head Customer Experience

Principal Duties and Responsibilities:

Drive and own the Customer Experience strategy and execution roadmap; govern the end-to-end strategy to ensure accountability for results
Ensure the delivery of excellent customer experience in accordance with the Bank�s vision and leading-practice across the affiliate
Facilitate the implementation of leading practice strategies, and processes to support a best-in-class customer experience across all business units in the affiliate
Lead customer experience governance forums to drive the advancement of customer experience strategy through developing relevant agendas, coordination with stakeholders across the organization and driving implementation of the actions agreed upon by these forums
Apply design thinking in mapping and creating seamless customer journeys across the Bank�s channels
Lead the understanding and dissemination of customer experience insights and performance results across the affiliate
Drive the institution of metrics that measure customer experience and engagement along all touchpoints within the affiliate
Manage strategic priorities for the affiliate as it relates to customer experience
Drive accountability for customer experience across the organization; develop experience KPIs across all levels of leadership
Ensure in-depth complaint analysis and root-cause resolution efforts to help identify opportunities that bring substantial improvements to the customer experience by reducing drivers of complaints across products, processes, and policies
Lead targeted efforts to redesign customer experience and create opportunities to �surprise and delight� customers and drive promotion. Partner closely with segment, product and channel teams to execute changes
Drive a solid understanding of how actions throughout the business affect customer loyalty and influence the direction of those actions
Advocate for customer-centric business decision-making in the affiliate
Collaborate with key cross-functional stakeholders to support and promote innovative business solutions ensuring customer priorities are considered and aligned
Foster and promote a customer-focused culture within the affiliate
Identify areas for improvement in business processes and technology
Present reports that provide a holistic view of customer experience across the affiliate
Competency and Skill Requirements

Minimum 5 years of relevant experience in Customer Experience management preferred
Bachelor�s degree in operations research, management science or related field required; Masters in relevant field preferred
Proven experience designing and delivering human-centered experiences
Relevant experience leading customer experience transformation initiatives
Understanding of CX leading practices / strong record of applying a customer mindset to shape solutions and drive change/achieve business goals
Experience or exposure to analytical tools such as Power BI, Tableau
Strong negotiation and relationship management skills with the ability to create support and buy-in across a wide range of stakeholders
Strong analytical, problem solving and presentation skills
Excellent verbal and written communication skills
Proven leadership/supervisory and people management skills
Ecobank Rwanda Plc is an equal opportunities company and female�s candidates are encouraged to apply, if your career aspirations match this exciting opportunity, please write in confidence quoting the position on the subject matter

How to apply: Interested candidates should send their application file (CV, Academic certificate and cover letter) via the "Apply for this job" button not later than the 21st February 2020

Only those who strictly meet the criteria should apply for this position

Due to the expected high volume of applications, we cannot respond to all applications and will only be contacting shortlisted applicants.

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ECOBANK RWANDA MANAGEMENT