PURPOSE
§ Deliver any related customers insights research to improve customer experience across ADIB-Egypt Group
§ Measure and monitor regularly the customer experience across the different bank touch points.
KEY ACCOUNTABILITIES:
·
Conduct qualitative and quantitative research using different
methodologies including telephone interviews, exit interviews, In-Depth
Interviews, Focus Group Discussions to assess and monitor any related
customer experience issues across the banks different touch-points and
ADIB subsidiaries.
· Design, manage, and analyse custom
qualitative and quantitative research studies that utilize a variety of
methodologies and approaches; to serve customer experience optimization.
·
Manage research projects with external agencies starting with writing a
brief with key business objectives / questions to be answered till
delivering insightful results to internal stakeholders for any related
customer service tracking or mystery shopping projects or ad-hoc
research across ADIB-Egypt Group
· Manage execution of research
studies to ensure objectives are being met on time while maintaining the
quality and integrity of the work.
· Coordinates internally between departments to gather inputs / data needed for research purposes
·
Generates monthly / quarterly reports to measure the banks and
subsidiaries touch-points and pinpoint any service gaps or customer
pain areas.
· Monitor ADIB Egypt Group touch-points service level to ensure compliance with set standards and service excellence.
·
Run and track root cause analysis across bank touch points for any
negative experience and work with relevant stakeholders for preventive
actions.
· Synergizes the banks internal and external sources (secondary & primary data) to generate customers insights
· Work with senior manager to establish action plans with internal stakeholders based on the customer insights generated
· Work as part of the team to meet department objectives, service targets & standards
·
Conducts visits to the branches to check service quality and customer
satisfaction to ensure service excellence and raise customer experience.
· And other assigned tasks
1. QUALIFICATIONS-
Minimum Qualifications:
§ University/College Degree in Business, Marketing, Finance, Economics or any relevant discipline
§
0-2 years of previous experience in customer insights, (whether in a
research agency or Customer Insights Department at any other sector),
preferably in service sectors (banking, telecom,…..etc.).
Job specific Skills:
Generic Skills
§ Excellent communication and interpersonal skills
§ Excellent presentation skills
§ Excellent command of English language.
§ Excellent computer skills : PowerPoint and Excel
Fresh
candidates should satisfy the above skills. Yet, given they dont have
the project management nor technical skills related to the research
industry, they can be provided an entry level grade.
For
candidates between 1-2 years of experience, given they have exposure in
project management and technical skills related to insights and
research (whether in a research agency or Customer Insights Department
at any other sector), they can be provided a higher grade
