HEAD CUSTOMER EXPERIENCE & RETENTION job at Pearl Bank

The Head of Customer Experience & Retention is accountable for the design, delivery and assurance of a distinguished, seamless and consistent customer experience across the Bank and its digital channels & Wendi ecosystems. The role owns the Bank’s service standards, complaints management and service recovery frameworks and the customer loyalty and retention agenda. It is responsible for ensuring that the Bank discharges its consumer protection obligations and for converting customer insight into measurable improvement in satisfaction, retention loyalty and lifetime value.

KEY RESPONSIBILITIES /KEY DELIVERABLES

Customer Experience

• Develop and implement the Bank’s Customer Experience strategy, standards, champion a customer centric culture across all customer touchpoints and the Bank.
• Lead the design and continuous improvement of key customer journeys, eliminate customer pain points, service gaps and process friction across branches, Contact Centre, digital channels and Wendi.
• Overseeing the Bank’s complaints management, service recovery frameworks to address recurring customer issues and address service root cause failures.
• Drive a seamless customer experience across the Bank’s digital and Wendi ecosystem by partnering with Product, Digital, Technology Marketing and Governance teams to improve digital adoption, usability, engagement and retention.

Customer Retention & Loyalty

• Lead the Bank’s customer retention agenda by developing and implementing strategies to reduce customer churn, strengthen customer relationships and increase customer lifetime value.
• Drive targeted retention interventions for high-value, at-risk and declining customers through loyalty and engagement initiatives that encourage customers to remain active and deepen their relationship with the Bank.

Customer Insights & Analytics

• Establish strong customer analytics and insights capability through customer feedback, behavioral data and analytics to identify opportunities and inform business decisions.
• Track and report performance of the Bank’s customer channels key measures including Net Promoters Score, Customer Satisfaction Scores, retention, churn and customer engagement.

Governance & Performance

• Establish governance, reporting mechanisms and provide management with insights and recommendations on customer experience and retention performance.
• Ensure adherence to regulatory requirements, KYC standards, and Bank policies.

Leadership & Team Management

• Provide strategic leadership and direction to the Customer Experience & Retention team. Drive clarity of purpose by translating the Bank’s customer service agenda into clear team objectives, priorities, and measurable outcomes.

BUSINESS BEHAVIOURS

• Passion: Committed to excellence, delivering outstanding results and making a positive impact on our customers and stakeholders.
• Teamwork: Collaborates, mutual respect, and diverse perspectives, to achieve shared success and deliver greater value to the Bank.
• Integrity: Uphold honesty, transparency, and accountability, ensuring ethical practices in every action.
• Innovation: Embrace creativity and forward-thinking, continually seek new solutions to enhance customer experience and drive business growth.

QUALIFICATIONS, EXPERIENCE AND COMPETENCIES REQUIRED

• A degree in Finance, Business Administration, Economics, marketing, Statistics, Information Science or a relevant field is required.
• Relevant professional certification in Customer Experience, Service Management, Digital Transformation, Data Analytics or related discipline is desirable.
• Postgraduate qualification/MBA is an added advantage.
• A minimum of Eight years’ (8) experience in a Banking or Financial services environment with at least 5 years in a managerial role.
• Demonstrated experience leading Customer Experience, Customer Success, Service Excellence, Retention or related functions.
• Experience within financial services, telecommunications, fintech or customer-intensive industry is desirable.
• Experience managing digital customer journeys and/or fintech products is highly desirable.

• Develop and implement the Bank’s Customer Experience strategy, standards, champion a customer centric culture across all customer touchpoints and the Bank.
• Lead the design and continuous improvement of key customer journeys, eliminate customer pain points, service gaps and process friction across branches, Contact Centre, digital channels and Wendi.
• Overseeing the Bank’s complaints management, service recovery frameworks to address recurring customer issues and address service root cause failures.
• Drive a seamless customer experience across the Bank’s digital and Wendi ecosystem by partnering with Product, Digital, Technology Marketing and Governance teams to improve digital adoption, usability, engagement and retention.
• Lead the Bank’s customer retention agenda by developing and implementing strategies to reduce customer churn, strengthen customer relationships and increase customer lifetime value.
• Drive targeted retention interventions for high-value, at-risk and declining customers through loyalty and engagement initiatives that encourage customers to remain active and deepen their relationship with the Bank.
• Establish strong customer analytics and insights capability through customer feedback, behavioral data and analytics to identify opportunities and inform business decisions.
• Track and report performance of the Bank’s customer channels key measures including Net Promoters Score, Customer Satisfaction Scores, retention, churn and customer engagement.
• Establish governance, reporting mechanisms and provide management with insights and recommendations on customer experience and retention performance.
• Ensure adherence to regulatory requirements, KYC standards, and Bank policies.
• Provide strategic leadership and direction to the Customer Experience & Retention team. Drive clarity of purpose by translating the Bank’s customer service agenda into clear team objectives, priorities, and measurable outcomes.

• Customer Experience strategy
• Customer journey design
• Complaints management
• Service recovery
• Customer retention strategies
• Customer loyalty programs
• Customer analytics
• Data analysis
• Performance reporting
• Governance
• Regulatory compliance
• KYC standards
• Team leadership
• Strategic planning

• Degree in Finance, Business Administration, Economics, Marketing, Statistics, Information Science or a relevant field.
• Relevant professional certification in Customer Experience, Service Management, Digital Transformation, Data Analytics or related discipline is desirable.
• Postgraduate qualification/MBA is an added advantage.