Job Title: Customer Experience Officer (Fresher Customer Care Jobs)
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: To implement and manage the operational service quality standards and business management framework as defined in the Bank’s service standards, policies, procedures, controls and SLAs with a view of enhancing customer experience. To work collaboratively across the bank’s business units to improve business processes and customer facing systems and introduce innovation into the processes/systems to impact results, enhance profitability and ensure that business process/systems improvement outcomes are in harmony with the Bank’s strategic goals. To play an integral role in increasing Customer Satisfaction, Net Promoter Score and efficiencies tied to the bottom line through prioritized system enhancements and process improvements.
Key Duties and Responsibilities:
- Financial 20%
- Cost savings from reduced risk exposure associated with service delivery failures
- Growth in customer life time value through superior service delivery
- Manage process improvement budgets utilization and vendor/partner relationships at the business level to ensure best business results and customer experience is achieved
- Manage inherent Risk in systems and process improvement initiatives to mitigate or minimize them and reduce the bank’s exposure.
- Work within set customer experience budgets to organise customer engagements and retention activities across the bank
- Ensure customer service and remedial strategies are carried out within NCBAU standards and procedures
- Customer Engagement 40%
- Manage key micro marketing activities, including, implementation guidelines for in branch customer events and customer contact management.
- Ensure that NCBAU is a market leader in terms of clear communication to customers and compliance with any consumer protection legislation.
- Develop customer incentive and retention programs to ensure customer loyalty by aiming to be the best in customer service, winning customers through quality, friendliness and efficiency in service delivery
- Develop strategies to increase the quality and efficiency of support to customers in line with in the Banks’ service standards.
- Monitoring CRM to carryout weekly root cause analysis, ensuring case resolutions, tools management and assist Relationship managers to manager their client engagement activities in their portfolios
- Ensure timely customer communications are sent out for all activities within the bank.
- Ensuring that all communications sent out by contact centre are well drafted and reviewed as per the communication procedure.
- Develop and implement plans for customer education on products and services
- Internal business processes 30%
- Lead the bank’s customer experience strategy, ensuring compliance with regulatory requirements and driving timely resolution of customer feedback.
- Champion service excellence by implementing improvement initiatives, performance tools, and a strong service culture across all touchpoints.
- Drive business process improvement through data‑driven insights, SLA management, and customer journey optimization.
- Strengthen internal and external partnerships to enhance CRM usage, customer loyalty, and overall service quality.
- Conduct market research and competitor analysis to inform CX enhancements and support customer‑centric communication and engagement.
- Learning and growth 10%
- Identify and manage staff training needs for processes, procedures and systems and make decisions on required staff training to be conducted to embed adherence and utilization
- Liaise with Human resources department to implement coaching and training solutions designed to intervene and improve customer service delivery with all stakeholders
- Manage personal learning and development against personal development plan.
Qualifications, Skills and Experience:
- University Degree
- Professional Qualifications:
- CIM certification in customer experience is added advantage
- Work Experience:
- At least 2 years retail/ personal banking experience or equivalent
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: 24