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Manager Customer Experience job at Diamond Trust Bank Uganda Limited
Posted by: great-volunteer
Posted date: 2025-Jul-31
Location: Uganda, Kampala
Manager Customer Experience 2025-07-31T09:30:25+00:00 Diamond Trust Bank Uganda Limited https://cdn.ugashare.com/jsjobsdata/data/employer/comp_2340/logo/Diamond%20Trust%20Bank%20Uganda%20Limited.jpg https://www.ugashare.com/jobs/ FULL_TIME Uganda Kampala 00256 Uganda Banking Customer Service 2025-08-08T17:00:00+00:00 Uganda 8 The role is responsible for addressing customer service-related issues at all the bank branches and working with the customer experience team in identifying the root cause of complaints for non-recurrence. The holder of the position is charged with the responsibility of championing Customer Service delivery across the Branch network to ensure a 'wow' experience for our clients and other stakeholders. Unit: Customer Experience Reports to: Head of Customer Experience Department: Customer Experience Key Responsibilities : - Drive Superior Customer service delivery across all branches by monitoring and enforcing service level agreements and Turn Around Time
- Lead Training and development initiatives to empower staff with skills needed to deliver excellent customer experience
- Champion digital adoption and cross selling efforts to enhance customer engagement and satisfaction
- Review and improve internal processes to elevate customer experience standards
- Maintain strong working relationships with stakeholders to ensure timely resolution of customer queries and complaints within set timelines
- Ensure compliance with internal and external regulatory standards
- Monitor and report on customer feedback and complaints ensuring timely resolution and continuous improvement
- Conduct regular branch visits to assess and enhance customer experience and service environment
- Drive Utilization of the ticketing system to capture, monitor and track resolution of issues from the branches
- Collaborate with Branch Managers, Branch Operations team to maintain service excellence and branch ambiance
- Support business development efforts to meet individual and team targets.
- Preparation of regulatory reports as scheduled and ensure submission is done in the required time frame
Qualifications, Skills and Experience : - Academic qualifications: University Degree in Business related Field
- Professional Qualification: Professional qualification in Customer Experience
- Work Experience: 3 years of working experience in a managerial or supervisory role in Customer Experience
JOB-688b37b18ae28 Vacancy title:
Manager Customer Experience Jobs at:
Diamond Trust Bank Uganda Limited Deadline of this Job:
Friday, August 8 2025 Duty Station:
Uganda | Kampala | Uganda Summary
Date Posted: Thursday, July 31 2025, Base Salary: Not Disclosed JOB DETAILS: The role is responsible for addressing customer service-related issues at all the bank branches and working with the customer experience team in identifying the root cause of complaints for non-recurrence. The holder of the position is charged with the responsibility of championing Customer Service delivery across the Branch network to ensure a 'wow' experience for our clients and other stakeholders. Unit: Customer Experience Reports to: Head of Customer Experience Department: Customer Experience Key Responsibilities : - Drive Superior Customer service delivery across all branches by monitoring and enforcing service level agreements and Turn Around Time
- Lead Training and development initiatives to empower staff with skills needed to deliver excellent customer experience
- Champion digital adoption and cross selling efforts to enhance customer engagement and satisfaction
- Review and improve internal processes to elevate customer experience standards
- Maintain strong working relationships with stakeholders to ensure timely resolution of customer queries and complaints within set timelines
- Ensure compliance with internal and external regulatory standards
- Monitor and report on customer feedback and complaints ensuring timely resolution and continuous improvement
- Conduct regular branch visits to assess and enhance customer experience and service environment
- Drive Utilization of the ticketing system to capture, monitor and track resolution of issues from the branches
- Collaborate with Branch Managers, Branch Operations team to maintain service excellence and branch ambiance
- Support business development efforts to meet individual and team targets.
- Preparation of regulatory reports as scheduled and ensure submission is done in the required time frame
Qualifications, Skills and Experience : - Academic qualifications: University Degree in Business related Field
- Professional Qualification: Professional qualification in Customer Experience
- Work Experience: 3 years of working experience in a managerial or supervisory role in Customer Experience
Work Hours: 8 Experience in Months: 36 Level of Education: bachelor degree Job application procedure
Interested in applying for this job? dtbuganda.co.ug&form%5Bvalid-to%5D=Friday,%20August%208%202025">Click here to submit your application now.
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