Head of Customer Experience job at Prudential Uganda

Principle Accountabilities:

• Improve the experiences of the Prudential customer with a view of increasing the customer satisfaction and retention levels
• Champion customer management, customer relationship and customer value management chains
• Partner with the business functions to assess the sales process and experience, marketing and servicing to deliver seamless customer experience
• Collate customer feedback, analyse and design specific practices that Prudential can leverage on for the customer’s and Prudential’s benefit
• Review and improve processes to effectively track, oversee and organise interactions between the customer and Prudential throughout the lifecycle
• Liaise with the relevant business owners to champion change and lead prioritised customer service delivery improvements
• Use the net promoter score, mystery shopping or similar tools to measure service improvement and customer satisfaction.
• Facilitate Customer Experience focus groups with customers, volunteers and staff
• Present live data, reports and recommendations to stakeholders including senior management and colleagues to gain commitment and implement measurable customer experience
• Take lessons from highly regarded service providers in and outside our specialisms and industries and deliver an enhanced customer experience at all customer touch points
• Train, develop, coach, mentor and performance manage the customer experience teams
• Partner with colleagues within Prudential Africa businesses to develop customer centric solutions to the benefit of the insuring public

Competences, Qualifications & Experience:

• Strong customer focus/orientation with high stress tolerance levels
• Demonstrable ability to lead and motivate teams
• Demonstrated ease in exercising initiative, good judgment, good problem solving, and decision making.
• Advanced troubleshooting and multi-tasking skills
• Superior written, verbal, interpersonal & communication skills and capacity to build and maintain good long-term relationships with stakeholders and partners
• Ability to influence credibly through leadership and service by example
• Dynamic, proactive professional with strong planning, organisational and service delivery skills
• Excellent customer service and organisational skills
• Ability to analyse information with a keen eye to detail and report to management with utmost accuracy and attention
• Must possess a strong service orientation and be able to maintain professional composure when dealing with confrontation or complaints.
• Ability to demonstrate skills in organization, prioritization, leadership, project management, communication and personal computing products such as Word, Excel, PowerPoint, etc.
• Above board levels of honesty, integrity and confidentiality
• Quick to learn and adopt to the dynamic business environment
• Bachelor of Commerce, Business Administration, Economics, Social Sciences or other relevant degree from a recognized university.
• Relevant customer service professional qualifications are an added advantage
• 7+ years of relevant working experience of which 3 must be in a similar senior position