Manager, Customer Experience Jobs – NCBA Bank Uganda

Job Title:   Manager, Customer Experience

Organisation: NCBA Bank Uganda

Duty Station:  Kampala, Uganda

About Organisation:

NCBA Bank Uganda Limited, is a commercial bank in Uganda. It is one of the commercial banks licensed by the Bank of Uganda, the country’s central bank and national banking regulator.

Job Summary: Responsible for managing the Customer Experience function across the Bank through providing oversight and leadership to drive quality and effectiveness at all the customer touch points.

Key Duties and Responsibilities:

• Define and implement customer experience strategies aligned to overall corporate strategic goals.
• Establish and manage key customer experience processes (contact centres, customer interaction models, complaint management, retention, VoC, sales & service standards).
• Identify and prioritize critical CX focus areas across delivery channels to improve satisfaction and loyalty.
• Manage micro‑marketing and in‑branch customer engagement activities.
• Ensure all sales, service, and customer management processes comply with regulatory and consumer protection requirements.
• Drive clear, consistent, and compliant customer communication standards across the bank.
• Maintain exceptional service standards through coaching, training, development, and best‑practice sharing.
• Develop customer loyalty, incentive, and retention programs.
• Lead operational excellence and service quality initiatives, driving transformational change.
• Promote employee engagement and service‑aligned behaviours across the organisation.
• Own and resolve complex customer issues escalated across business units.
• Conduct root‑cause analysis of complaints and implement proactive corrective actions.
• Benchmark service performance against competitors and industry leaders.
• Manage market research and customer insights to support strategic planning and reporting.
• Oversee process improvements and cross‑functional collaboration to enhance end‑to‑end customer journeys.
• Implement key CX workstreams (VoC, complaints, retention, metrics, behaviour change) with clear KPIs and milestones.
• Align CX KPIs and accountability organisation‑wide.
• Drive culture‑change programs to embed service excellence.
• Lead internal communication on service initiatives and progress.
• Design and optimise customer journeys based on feedback and market trends.
• Monitor business/process metrics and productivity to manage service effectiveness.
• Support new product launches through customer communication and insight feedback.
• Build, mentor, and lead a high‑performance customer experience team.
• Set performance objectives, conduct evaluations, and support staff development.
• Serve as the bank’s service excellence ambassador and coordinate internal staff engagement programs.

Qualifications, Skills and Experience:

• Bachelor’s degree in a business-related field. An MBA is an added advantage.
• Professional Qualifications:
• Professional qualification in Customer Experience Management or equivalent is an added advantage
• CIM qualification is an added advantage
• Coaching, Mentorship & Public Speaking certification is an added advantage
• Work Experience:
• At least Seven (7) years’ working experience in marketing, Customer Service or Retail environment, with sound exposure to Bank Operations
• A track record of developing & implementing delivering continuous improvement in service delivery, and improved outcomes in Customer Services.

How to Apply:

All candidates who wish to join NCBA Bank are strongly encouraged to apply online at the link below.

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Level of Education: bachelor degree

Work Hours: 8

Experience in Months: 84