Job Summary

We are seeking a passionate and experienced SME Banking Customer Experience Manager to join our team. In this role, you will be responsible for enhancing the customer digital journey for our SME lending clients, ensuring that their needs are met at every touchpoint.

Description

1. Customer Insights and Feedback:
- Gather and analyze customer feedback to identify pain points in the digital payment process.
- Conduct surveys and interviews to understand SME needs and expectations.

2. Digital Payment Solutions:
- Collaborate with product teams to design, implement, and improve digital payment solutions tailored for SMEs.
- Ensure that payment solutions are user-friendly, efficient, and secure.

3. Customer Journey Mapping:
- Develop and maintain customer journey maps to visualize the SME experience with digital payments.
- Identify opportunities for improvement at each stage of the journey.

4. Performance Metrics:
- Establish KPIs to measure the effectiveness of digital payment solutions and customer satisfaction.
- Regularly report on performance metrics and suggest improvements based on data analysis.

5. Stakeholder Collaboration:
- Work closely with marketing, sales, and IT teams to ensure alignment on customer experience initiatives.
- Engage with external partners to enhance payment offerings and integrations.

Requirements

• Bachelor’s degree in Business, Finance, Marketing, or related field
• Minimum of 3 years of experience in customer experience management in digital channels, preferably in the banking or financial services sector
• Strong understanding of SME lending products and services, and digital payment ecosystems including mobile banking, online payments and e-commerce solutions
• Excellent communication and interpersonal skills
• Proven ability to analyze data and translate insights into actionable strategies
• Strong project management skills and the ability to manage multiple priorities

Interested candidates, please send your detailed resume with contact telephone number, earliest availability date, current and expected salary via Apply Now.

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