Are you an experienced and dedicated professional looking to build a long-term career in the banking industry? The Bank of Punjab, one of the fastest-growing banks in Pakistan, is seeking qualified individuals for the position of Manager Customer Experience in their Customer Division (S&SI Group). This is an excellent opportunity to join a dynamic organization and contribute to enhancing the customer experience. Read on to learn more about the job profile and how to apply.
Reporting to the Head of Customer Lifecycle Management, the Manager Customer Experience will play a key role in managing customer information to drive customer value and increase customer retention. The responsibilities include:
Augmenting customer experience and cultivating customer loyalty.
Championing opportunities to consistently improve the Bank of Punjab (BOP) experience.
Working in coordination with the Service Quality Team to drive customer retention, reduce churn, and increase customer satisfaction.
Mapping the customer journey and identifying opportunities to proactively intervene on behalf of the clients.
Collaborating closely with the Digital Banking team to identify solutions for improving customer journeys.
Devising and managing strategies to execute customer upgrade and downgrade.
Developing listening points in the customer journey, defining customer base segmentation, and implementing varying strategies.
Continually reviewing and evolving the processes used to track, oversee, and organize every interaction between the customer throughout their lifecycle.
Measuring customer experience metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), Customer Churn Rate, and Customer Retention.
Qualifications and Experience
Minimum Bachelor’s Degree from an HEC recognized University/Foreign University. Preference will be given to Master’s Degree holders.
Age: Up to 55 years as of July 24, 2023.
Minimum 7 years of banking/non-banking experience with strong knowledge of customer lifecycle management, banking products, and segments.
Candidates holding a Six Sigma Black Belt certification will be given preference.
Joining the Bank of Punjab as a Manager Customer Experience can provide a rewarding career opportunity in the banking industry. As the bank focuses on offering premium banking services and advanced solutions, you will have the chance to contribute to enhancing the overall customer experience. If you meet the qualifications and have the required experience, don’t miss this opportunity to build a long-term career in a dynamic organization.