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Job Title:  Customer Experience Officer

Organisation: Uganda Development Bank Ltd (UDBL)

Duty Station:  Kampala, Uganda

Reports to: Customer Experience Manager

About US:

Uganda Development Bank Ltd (UDBL) is the country’s only Development Finance Institution (DFI) established in 1972. The Bank has recently re-positioned itself as a partner to the Government of Uganda in delivering the theme of its National Development Plan.

Job Summary:  The Customer Experience Officer will ensure that  the  Bank  customers’  collective  experience  while interacting  with  various  touchpoints  are  aligned  and  the  impact  is embedded in all decisions, designs and conversations.

Key Duties and Responsibilities:

• Support the execution & implementation of the customer experience (CX) strategy  across  the  business  through  alignment  of  goals  & activities towards achievement of the CX strategy.
• Prepare reports and insights related to the customer experience function  for  onward  processing  to  the  Manager  Customer Experience &decision makers
• Analysis of customer service and experience related information and evaluate the results to choose the best resolutions and alternatives to service challenges,  and  to  identify  opportunities  to  constantly improve customer service.
• Support the  Manager  Customer  Experience    in  driving  the  Client Relations financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; and initiating corrective actions.
• Provide assurance  that  all  customer  enquiries  are  satisfactorily managed, resolved and closed within agreed timelines.
• Develop and promote the use of the escalation matrix to resolve customer complaints/disputes within the Bank that have not been handled adequately through the existing channels.
• Review and measure the customer journey and delivery along it and implement actions to improve customer service and experience.
• Manage/support the implementation of innovative ideas coming through from staff that positively impact the customer experience, digital agenda within the Bank.
• Promote effective communication on Service throughout all levels in the Bank.
• Implement the  Service  policies,  procedures,  standards,  and s
• Communicate Service   knowledge   (e.g.   market   information, customer insights, trends, etc.) across the business.
• Participate in  developing  customer  service knowledge sharing sessions and facilitate their delivery as required.
• Proactively identify business  opportunities  or barriers  to business performance and address them.
• Focus attention and efforts on understanding customers (or customer segments) and proactively address different customer/client needs.
• Recommend organizational changes or be innovative when need arises to address customer needs.

Qualifications, Skills and Experience:

• The applicant must hold a bachelor’s degree   in   Marketing,  Humanities,   Business Administration or  any  related  field  of  study  from  a  recognized
• Professional certification in customer Experience (Certified Customer Experience Professional) is an added advantage.
• At least five years of progressive related working experience in a customer experience role(s) in a fast-paced service-oriented organization(s) e.g telecom, financial services, hospitality etc.

Competencies                  

• Ability to plan, structure and prepare client-ready deliverables.
• Ability to  deliver  high-quality  work  products  across  multiple
• Demonstrated ability  to  apply  structured  thinking  and  analysis  techniques to complex and ambiguous problems.
• Excellent facilitation and presentation skills.
• Excellent written and verbal communication skills.
• Very good proficiency in MS Office suite is essential.

How to Apply:

All suitably qualified and interested candidates should apply online at the link below.

Click Here

Deadline: 11th December 2023 at 12:00 Noon

Note: Only successful candidates will be contacted.

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