Voice Of The Customer Officer at NCBA Group

Job Description

The new NCBA has harnessed the power of both NIC and CBA to create a bank that brings together the best of both worlds from cutting edge mobile banking to good old-fashioned relationship management; from scalable business banking to financial services that grow as your business does; from best-in-class choice of products to investment solutions tailored to your specific needs.

Job Purpose Statement

The Voice of Customer Officer will be responsible for supporting the design and implementation of a holistic Voice-of-Customer (“VOC”) and Customer Insights Programme to embed a data-led, customer-centric culture. This role will work cross-functionally to ensure that we are capturing the voice of customers across all interactions, understanding the pain points, and creating a closed feedback loop to drive a holistic and iterative improvement process.

Ideal Job Specifications

Academic:

University degree Upper 2nd Class Honors or 3.0 GPA

Professional:

Proficient in use of relevant MS Office applications and statistical packages. Any research certification will be an added advantage Prior experience in a similar role Experience design certification will be an added advantage Strong collaboration and agile mindset Analytical Skills

Desired work experience:

At least 3 years working experience in a customer service environment and/or Voce of the customer analyst & analytics Understand marketing enough to hold meaningful conversations with client’s marketing & business teams. Knowledge of Quantitative research techniques and methodologies. Hands-on experience in building data-driven models and dashboards Strong customer service and interpersonal communication skills Ability to analyze and interpret data in a challenging and insightful manner Knowledge of data protection act