Job closed
Ref: LP452-301
Job description / Role
The role focuses on customer research activities including external and internal customer satisfaction measures, customer loyalty surveys, brand tracking, Key Service Indicators, adhoc research projects, customer feedback at the point of experience and customer attrition analysis.
Customer Research:
- Assist in the execution of research projects.
- Monitor the progress of research assignments with external vendors or if internally administered with the fieldworkers.
- Report on the status of each project.
- Coordinate and liaise with internal departments to obtain necessary approvals or data as directed by Line Manager.
- Assist Line Manager on managing the customer experience management program within the Bank which includes mystery shopping, customer feedback at the point of experience, customer loyalty, customer attrition and market perception studies.
Customer Satisfaction Surveys:
- Assist in executing the launch of customer satisfaction surveys as planned for every year.
- Coordinate with business groups on obtaining approvals on budget and monitor the tracking of spend against individual projects.
- Liaise with internal departments to obtain databases for launch of the survey and ensure the approved sampling method is adhered to.
- Maintain a track of all past survey results.
Key Service Indicator:
- As required, assist in monitoring and tracking routine trends of key service indicators tracked for different business groups.
- Ensure that external vendors receive the information required in order to complete the tasks within specified time frames by liaising with internal departments to obtain data and any necessary approvals.
- If the study is managed internally, ensure that fieldwork is undertaken and data tabulation is carried out. Prepare PowerPoint report with analysis.
Internal Customer Satisfaction Surveys:
- Manage the execution and administration of all internally administered surveys.
- Assist in preparing the reports for the internal customer satisfaction surveys.
- Ensure that the annual plan directed by Line Manager for internal surveys is adhered to as well as any ad-hoc internal surveys.
- Maintain trends as and where applicable and internal benchmark scores.
Quiz Tool Execution:
- Manage the execution of any internal quiz as requested by business or as part of the annual plan.
- Ensure that quiz parameters are adhered to.
- Provide results of the quiz to the requesting departments.
Other Duties:
- Monitoring of customer loyalty to provide year on year comparison Support in developing of a Service Excellence culture Via Customer Experience Management projects.
- Supervise and manage the customer commendation scheme for the bank as per the service excellence procedure.
- Assist in the execution of any Service Excellence project as and when required.
Requirements
Minimum Education Level:
Graduate in Business Management, Quality Management, Banking, Economics or related subject.
Experience:
Minimum of 5 years experience in a related field (Customer Research, KSI measurement, banking). Preferably in a financial services industry or worked as a consultant in a related field closely with Financial sector.
About the Company
ADCB is a full-service commercial bank offering a wide range of products and services such as retail banking, wealth management, private banking, corporate banking, commercial banking, cash management, investment banking, corporate finance, foreign exchange, interest rate and currency derivatives, Islamic products, project finance, and property management services.