Customer Experience Manager job at KCB Bank Uganda Limited

Lugogo |

Posted: May 5, 2025
Deadline: May 16, 2025

Job Description

Title: Customer Experience Manager job at KCB Bank Uganda Limited


Customer Experience Manager

2025-05-05T07:59:30+00:00


KCB Bank Uganda Limited

https://cdn.greatugandajobs.com/jsjobsdata/data/employer/comp_1109/logo/kcb.png



FULL_TIME



Central Plot 56, Lugogo bypass , Kampala, Uganda., P.O.Box 7399, UG

Lugogo

Kampala

00256

Uganda



Banking

Customer Service


UGX


 

MONTH



2025-05-16T17:00:00+00:00

 

Uganda

8


Key Responsibilities 



  1. To develop and deliver the Banks customer service strategy, to improve the customer experience, process excellence, achieve the Banks objectives and deliver the Banks brand promise. 

  2. Managing the customer experience across all banking channels and inter functional to deliver high levels of service.

  3. Developing and delivering the Banks customer service strategy, to improve the customer experience, in order to achieve the Banks objectives and deliver the Banks brand promise.

  4. Outlining “the journey” to achieve the customer experience vision including key landmarks and measures of success. Incorporating and addressing the root cause of recurrent customer complaints\queries.

  5. Responsible for improving customer satisfaction, customer segmentation and retention objectives.

  6. Designing, establishing, and implementing a systematic framework that proactively solicits, anticipates, receives, and assimilates the “Voice of the Customer” across all touch points to identify customers’ critical priorities. 

  7. Leading the development and implementation of new customer service propositions that ensure customer growth, customer satisfaction and drive cross functional experience reliability in key customer touch points whilst minimizing the disruption to the existing business.

  8. Championing the developing of a stronger “customer obsession” mind set & culture within the business, ensuring that all employees are consistent in their understanding of what their contribution is to the customer experience.

  9. Manage customer relationships and continuously improve on the same in order to create customer loyalty.

  10. Evaluate service delivery channels and processes and implement strategies to address service gaps.


Skills and Minimum Qualifications



  •  Bachelor's degree in any business discipline

  • Post Graduate Qualification 

  • Certificate in Customer Experience 

  • 4 years in Banking Operations

  • 4 years in Customer Experience Management



  • Strong oral and written communication skills

  • Leadership and customer focused mindset 

  • Analytical and Adaptability skills 

  • Good stakeholder Management

  • Good interpersonal Skills

  • Excellent Planning and Organizing capabilities 

  • Project Management  

  • Technology Proficiency – Familiarity with Customer Relationship Management tools 



To develop and deliver the Banks customer service strategy, to improve the customer experience, process excellence, achieve the Banks objectives and deliver the Banks brand promise.  Managing the customer experience across all banking channels and inter functional to deliver high levels of service. Developing and delivering the Banks customer service strategy, to improve the customer experience, in order to achieve the Banks objectives and deliver the Banks brand promise. Outlining “the journey” to achieve the customer experience vision including key landmarks and measures of success. Incorporating and addressing the root cause of recurrent customer complaints\queries. Responsible for improving customer satisfaction, customer segmentation and retention objectives. Designing, establishing, and implementing a systematic framework that proactively solicits, anticipates, receives, and assimilates the “Voice of the Customer” across all touch points to identify customers’ critical priorities.  Leading the development and implementation of new customer service propositions that ensure customer growth, customer satisfaction and drive cross functional experience reliability in key customer touch points whilst minimizing the disruption to the existing business. Championing the developing of a stronger “customer obsession” mind set & culture within the business, ensuring that all employees are consistent in their understanding of what their contribution is to the customer experience. Manage customer relationships and continuously improve on the same in order to create customer loyalty. Evaluate service delivery channels and processes and implement strategies to address service gaps.

Strong oral and written communication skills Leadership and customer focused mindset  Analytical and Adaptability skills  Good stakeholder Management Good interpersonal Skills Excellent Planning and Organizing capabilities  Project Management   Technology Proficiency – Familiarity with Customer Relationship Management tools 

 Bachelor's degree in any business discipline Post Graduate Qualification  Certificate in Customer Experience  4 years in Banking Operations 4 years in Customer Experience Management


bachelor degree



48


JOB-68186fe238531


Vacancy title:
Customer Experience Manager


[Type: FULL_TIME, Industry: Banking, Category: Customer Service]


Jobs at:
KCB Bank Uganda Limited


Deadline of this Job:
Friday, May 16 2025


Duty Station:
Central Plot 56, Lugogo bypass , Kampala, Uganda., P.O.Box 7399, UG | Lugogo | Kampala | Uganda


Summary
Date Posted: Monday, May 5 2025, Base Salary: Not Disclosed





JOB DETAILS:


Key Responsibilities 



  1. To develop and deliver the Banks customer service strategy, to improve the customer experience, process excellence, achieve the Banks objectives and deliver the Banks brand promise. 

  2. Managing the customer experience across all banking channels and inter functional to deliver high levels of service.

  3. Developing and delivering the Banks customer service strategy, to improve the customer experience, in order to achieve the Banks objectives and deliver the Banks brand promise.

  4. Outlining “the journey” to achieve the customer experience vision including key landmarks and measures of success. Incorporating and addressing the root cause of recurrent customer complaints\queries.

  5. Responsible for improving customer satisfaction, customer segmentation and retention objectives.

  6. Designing, establishing, and implementing a systematic framework that proactively solicits, anticipates, receives, and assimilates the “Voice of the Customer” across all touch points to identify customers’ critical priorities. 

  7. Leading the development and implementation of new customer service propositions that ensure customer growth, customer satisfaction and drive cross functional experience reliability in key customer touch points whilst minimizing the disruption to the existing business.

  8. Championing the developing of a stronger “customer obsession” mind set & culture within the business, ensuring that all employees are consistent in their understanding of what their contribution is to the customer experience.

  9. Manage customer relationships and continuously improve on the same in order to create customer loyalty.

  10. Evaluate service delivery channels and processes and implement strategies to address service gaps.


Skills and Minimum Qualifications



  •  Bachelor's degree in any business discipline

  • Post Graduate Qualification 

  • Certificate in Customer Experience 

  • 4 years in Banking Operations

  • 4 years in Customer Experience Management



  • Strong oral and written communication skills

  • Leadership and customer focused mindset 

  • Analytical and Adaptability skills 

  • Good stakeholder Management

  • Good interpersonal Skills

  • Excellent Planning and Organizing capabilities 

  • Project Management  

  • Technology Proficiency – Familiarity with Customer Relationship Management tools 


 



Work Hours: 8


Experience in Months: 48


Level of Education: bachelor degree



Job application procedure:


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