NCBA Bank Manager – Voice of Customer – Jobs in Kenya

Job Purpose Statement
Responsible for the strategy, design and solutioning of a holistic Voice-of-Customer (“VOC”) and Customer Insights Programme to embed a data-led, customer-centric culture. This role will also be responsible for driving and implementing a VOC programme and CX measurement framework, working cross-functionally to ensure that we are capturing the voice of customers across all interactions, understanding the pain points, and creating a closed feedback loop to drive a holistic and iterative improvement process.

Key Accountabilities (Duties and Responsibilities)
Financial 10%
Design and implement a framework that will continuously deliver;
Optimal efficiency, compliance and cost containment through reduced exposures and impact of risks associated with service provision in line with policies, regulatory guidelines, Consumer Protection Act (Kenya) and any other consumer guidelines as guided by country of operations
Improved customer life time value through continuous improvement in service delivery
Measure financial impact against CX related SLAs

Internal Business Processes 30%
Develop the required reporting framework and build meaning dashboards to deliver an insightful overview of customer sentiments/satisfaction for adoption and usage
Define and implement the required tech/systems to capture the metrics needed; work with Data team to ensure all data points are joined up to create an end to-end view
Conceptualize and implement internal programmes to get VOC closer to the ground – enabling all staff to appreciate customer pain points and devising action plans to improve customer experience
Run VOC Forum sessions; engage the management and cross-functional teams to deep dive on core issues and use the data to find the answers
Build an end-to-end measurement and improvement process to drive a close loop, iterative improvement process
Drive customer experience research and ensure that research moved beyond data, to genuine insights that can be used to influence business / product / operational decisions.

Customer 50%
Drive CX measurement framework & metrics (NPS, CSAT, User love metrics etc..) by developing a logical and holistic framework that ties key metrics that impact customer experience to business outcomes
Set up and run a comprehensive Voice of Customer Programme – define the objectives, methodology, logic, channel, contact strategy for capturing VOC across all touchpoints (App, branches, social media, Reviews etc.)
Scope and implement the tracking methodology for capturing customer interactions and feedback across the customer touchpoints – enabling a single view of customer satisfaction across their customer journeys

Learning and Growth 10%
Stakeholder empowerment
Identify and support CX coaching consumer insight needs for stakeholders at various levels Personal Growth
Manage personal learning and development against personal develop plan

Decision Making Authority /mandates/constraints: the Decisions the Position Holder is Empowered to Make (Indicate if It is Operational, Managerial or Strategic). Please Also Highlight Any Budgetary Control Responsibility if Applicable for the Role.
Budgetary responsibility

Ideal Job Specifications
University degree Upper 2nd Class Honors or 3.0 GPA

Proficient in use of relevant MS Office applications and statistical packages.
Certification in Quality Assurance an added advantage
Certification as a research analyst
Quality Assurance experience an added advantage

Desired work experience:
At least 6 years working experience in a customer service environment and/or customer insights & analytics

NCBA Bank Core Value Behaviours (Performance Drivers)
Driven. Describes people who are decisive, bold, and passionate, aiming to deliver to the highest standards of expectations with ease. We seek new challenged and appreciate different views constantly raining the bar and exploring full potential.
Open. Describes people who are inclusive, listening to each other and our customers. We always respect each other and hold candid interactions with honesty and transparency.
Responsive. Describes people who are proactive, act quickly and resolutely to deliver results. We put our customer’s interests at the heart of all that we do. We keep it simple and seek new ways to innovate.
Trusted. Describes people who value teamwork, have high standards of integrity. We keep our word, are accountable, and believe in each other. Seek to be trusted partner, always doing what is morally right.

Ideal Job competencies
Technical Competencies
Knowledge of research methodologies and tools
Expertise in insights generation to drive positive outcomes in customer
experience using experience management tools such as Customer Journey
maps, personas etc.
Skills and familiarity with CX measurement, data tools and survey platforms
Affinity for working with quantitative data, while appreciating the art form that
comes with applying it to customer engagement
Familiarity with both quantitative and qualitative research methods + research
best practices.
Hands-on experience in building data-driven models and dashboards
Leadership and team management
Excellent problem solving and analytical skills
Knowledge of MS Office applications and statistical packages.
Planning and organizing skills for effective planning and execution of tasks
and projects within timeframes and budget.
Coaching and training

Leadership Behaviours – Competencies (Performance Drivers)
Leadership Skills: Team Building and ability to train, develop and mentor staff; Presents new challenges and opportunities to the team to enable them to demonstrate and achieve their full potential; encourages and inspires team learning
Interpersonal Skills: Ability to lead, build and influence motivated teams
Negotiation Skills: Must be a good negotiator, particularly in changing behaviour and work practices but always Win/Win
Innovative: Creative and adaptive to change. A team player who is supportivemof other’s ideas and innovations, collaborates in a culture of knowledge-sharing and team learning to strengthen the organisation’s work
Reliable: Ability to take responsibility and exercise it well. A flexible and “hands on” approach

Promotes a free flow of information throughout the organisation (upward, downward and across).
Communicates effectively to a wide variety of audiences at all organisational
Presents a compelling rationale to support one’s position and manage the
expectations of key stakeholders
Strong communication skills: well developed oral and report-writing skills; the
ability to present ideas and financial processes with conviction

Behavioural Competencies
Excellent analytical and communication skills.
Desire to collaborate with the team and build working relationships
Familiarity with both quantitative and qualitative research methods + research best
Hands-on experience in building data-driven models and dashboards
How to apply
For more information and job application details, see;

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