Client Experience Specialist
Citigroup
UAE,Ras al-Khaymah,Ras Al Khaimah
منذ 1 يوم
source : Drjobs.ae

1.Learn

Review research material (NPS), analyze monthly customercomplaints data ti identify key journeys that meet to bemodified

Listen tocustomer calls and speak with staff to identify key paint points onjourneys that should be solved to simply the lives of our clientsand eliminate all pain points in the journey

Host client interactions to understand moreabout client preferences and expectations

2. Act

Conceptualize the journey from auser perspective and design experience which is client friendly andintuitive

Form workstreams on actions and ensure we simplify processes end to end,driving collaboration between sales distribution, ops andtechnology around removing friction points

Ensure delivery includes consistency of ourcustomer experience across all channels, defining clear channelgoals to drive transformation outcomes.

This would include creatinga differentiated experience for our premium clients

Initiate technology changes tofacilitate journey re-design where required

3.Communicate

Deliver the right tools and training to our frontlineteams so that they deliver the desired customerexperience

Help developcustomer communication and set up additional communication acrossthe journey for all channels

Design service recovery / reparation process and customercommunication to provide suitable closure to win back and delightclients

Design and drivethe digital adoption calendar to migrate clients to digitalplatforms with minimal friction

4. Measure

  • The role will carry goals as decided by Regionalteam / business on ;
  • Complaints reduction

    Improvement on first touch resolution (FCR)

    NPS both bottoms up and top downacross all touch points

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