Equity Bank Senior Officer - Customer Experience Jobs in Tanzania
Job Purpose
Responsible for managing customer complaints, monitoring service quality, analyzing customer feedback, and driving customer experience improvements across the organization.
The role focuses on identifying customer pain points, supporting service recovery, enhancing customer satisfaction, and ensuring continuous improvement in customer experience and service delivery standards.
Key Responsibilities
Customer Complaint Management
Handle customer complaints and escalations professionally and within agreed timelines.
Coordinate with branch managers and relevant stakeholders to ensure satisfactory complaint resolution.
Keep customers informed of complaint progress, actions taken, and final outcomes.
Respond promptly and professionally to customer and internal emails, calls, and inquiries.
Customer Feedback & Experience Analysis
Document, consolidate, and analyze customer feedback from complaints, surveys, service interactions, and other channels.
Identify recurring customer issues, trends, and pain points through root-cause analysis.
Recommend sustainable corrective actions to prevent reoccurrence of customer issues.
Support Voice of Customer (VoC) initiatives and customer experience improvement programs.
Performance Monitoring & Reporting
Monitor service quality indicators including:
Net Promoter Score (NPS)
Customer Satisfaction Score (CSAT)
Customer Effort Score (CES)
Complaint volumes
Resolution turnaround times
Identify performance gaps and recommend corrective measures.
Prepare management reports, dashboards, presentations, and customer insight reports.
Translate customer feedback trends into actionable business recommendations.
Business Improvement & Service Excellence
Assess the impact of customer pain points and service improvements on customer retention, transaction activity, repeat contact rates, and cost-to-serve.
Collaborate with internal teams to improve service delivery, operational efficiency, and employee productivity.
Work closely with product teams to address gaps in product availability, accessibility, and relevance.
Analyze customer interactions across service channels and recommend improvements to usability, convenience, and effectiveness.
Conduct branch and channel service quality assessments.
Evaluate adherence
to customer service standards and operational procedures.
Track agreed corrective actions and assess whether implemented improvements have resolved identified gaps.
Compliance & Governance
Ensure adherence to consumer protection, customer service, confidentiality, and data privacy requirements.
Comply with internal policies, procedures, and regulatory requirements governing customer interactions.
Qualifications
Education
Bachelor's Degree from a recognized institution in a relevant field.
Work Experience
Minimum of 3 years' relevant experience, preferably within the banking industry.
Knowledge, Skills and Experience
Strong complaint management and customer service recovery skills.
Experience handling escalations, customer communication, and resolution follow-up.
Strong stakeholder management and coordination abilities.
Understanding of consumer protection, customer confidentiality, and data privacy requirements.
Strong analytical and root-cause analysis skills.
Ability to collect, consolidate, validate, and interpret customer and operational data.
Proficiency in Microsoft Excel and data analysis tools.
Ability to produce reports, dashboards, presentations, and management insights.
Good understanding of customer experience metrics including:
NPS (Net Promoter Score)
CSAT (Customer Satisfaction Score)
CES (Customer Effort Score)
Knowledge of customer journey mapping, customer surveys, service quality standards, and customer experience management principles.
How to Apply
For more information and job application details, see; Equity Bank Senior Officer - Customer Experience Jobs in Tanzania
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