Manager Customer Experience-Bank of Punjab (BOP)

Manager Customer Experience -Bank of Punjab (BOP)

A manager who prioritizes customer experience must excel in communication. Clear and empathetic communication ensures customer needs are understood and addressed promptly.

Major Responsibilities

Reporting to the Head of Customer Lifecycle Management, Manager-Customer Experience will
focus on managing customer information to drive customer value and increase customer retention.
The goal of Manager- Customer Experience is to augment the customer experience and cultivate customer loyalty and champion opportunities to consistently improve the BOP experience.
Work in coordination with the Service Quality Team to drive customer retention, reduce churn, and increase customer satisfaction.
Map the customer journey and identify opportunities to proactively intervene on the client’s behalf.
Closely work with Digital Banking team to identify solutions to improve customer journeys.
Devise and manage strategies to execute customer upgrade and downgrade.
Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.
Continually review and evolve the processes that BOP uses to track, oversee and organize every interaction between the customer throughout the lifecycle.
Should be well versed in measuring customer experience metrics e.g. Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), Customer Churn Rate, Customer Retention

Qualifications:

Minimum Bachelor’s Degree from HEC recognized University/ Foreign University. Preference shall be given to Master Degree holders.

Experience:

Minimum 07 Years of Banking/Non Banking experience. With strong knowledge of customer lifecycle management, banking products and segments.