DEPARTMENT: CUSTOMER EXPERIENCE

REPORTS TO: EXECUTIVE DIRECTOR

Main Purpose of the Job

Develop and implement strategies to enhance the customer journey across all touchpoints within the bank and ensure that the customers enjoy a quality experience through their interactions with the bank via different delivery channels.

Responsibilities

1. Develop, implement, and review the bank’s customer service strategy to ensure it is in line with customer service standards, strategic business goals, and customer expectations.
2. Develop and coordinate service standards and generate periodic reports in line with the strategic goals and the existing Service Level Agreements.
3. Promote continuous improvement initiatives and ensure the adoption of best practices in customer experience management
4. Plan, monitor, and implement customer service training/sensitisation programs for the staff in line with the customer expectations and the Bank’s customer service strategy.
5. Drive Service Quality Improvement initiatives/ projects for successful and timely implementation.
6. Develop, review, and implement a system of engaging customers and obtaining the required feedback for incorporation in bank-wide business plans and projects.
7. Work with senior management to incorporate customer experience initiatives into the bank’s overall business strategy.
8. Drive business growth through cross-selling and up-selling of Bank products and services through the contact center and other customer service channels.
9. Support the branches in achieving the Standards of Service by consistently directing and guiding the team.
10. Utilize customer feedback, surveys, and data analytics to gain insights into customer needs and preferences.
11. Develop a customer journey mapping and identify opportunities for enhancement.
12. Develop timely reports as per business and regulatory requirements.
13. Manage the performance and development of unit staff in line with set HR guidelines.
14. Manage and resolve escalated customer complaints and issues promptly and effectively.
15. Ensure compliance with relevant regulations and industry customer service and experience standards.
16. Responsible for the Customer Experience budget and targets
17. Comply with AML/CFT/CPF policies and procedures, non -compliance of which shall be addressed as per the bank disciplinary processes.
18. Any other duty as shall be assigned to you from time to time.

Person Specification (Education, training, skills and experience)

Qualifications

• Bachelor’s Degree in a Business-related discipline.
• A Master’s degree or relevant professional certifications is an added advantage

Experience

• Minimum of 6 years of experience in customer experience management, with at least 3 years in a leadership role within the banking or financial services sector.
• Familiarity with customer service software, CRM systems, and banking platforms.

Competencies & Knowledge

• In-depth knowledge of the bank’s products, services, and policies.
• Ability to analyse current processes and implement improvements for better service
• Ability to share expertise and best practices with the team effectively.
• Exceptional communication and interpersonal skills.
• Proficiency in drafting professional correspondence, reports, and proposals.
• Leadership and Change Management skills
• Stakeholder and Relationship Management skills
• High ethical standards and integrity.
• Client-focused and results-oriented mindset.
• excellent problem-solving and advisory skills.
• Proficiency in English Language and any other local language preferably Luganda particularly for explanatory purposes to Bank customers who do not understand the English Language.

HOW TO APPLY

If you meet the above requirements, please submit your application online by sending a cover letter, a detailed CV, and copies of relevant academic and professional certificates to the following email address: recruitment@trobank.com

Application Deadline: 12^th AUGUST, 2025

Tropical Bank Limited is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, national origin or disability status

Only shortlisted candidates will be contacted.