Customer Experience Manager

Summary

The Customer Experience Manager is a champion for our customers, responsible for designing and delivering exceptional experiences across all channels i.e. branches, digital platforms, and call centre. This role leads the effort to build a customer-centric culture, proactively identifying opportunities to improve service quality, streamline processes, and foster customer loyalty. The Customer Experience Manager will lead, coach, and develop the branch team to consistently exceed customer expectations and contribute to business growth. This role will be a key driver in embedding customer feedback into continuous improvement initiatives.

Responsibilities

• Customer Experience Leadership:

  • • Implement a comprehensive customer experience strategy for all channels, aligned with overall company objectives. This includes defining service standards, identifying key customer journey touchpoints, and establishing metrics to measure success.

• Team Leadership & Development:

  • • Lead, coach, and mentor the Customer Care team (including the Customer Care Supervisor) to deliver outstanding service. Focus on building a high-performing, customer-focused team through ongoing training, performance management, and development opportunities.

• Customer Feedback & Insights:

  • • Proactively gather and analyze customer feedback through surveys, interactions, and data analysis (Creatio, etc.). Translate insights into actionable recommendations for improvement across all branch functions.

• Process Improvement:

  • • Identify and lead initiatives to streamline processes, eliminate customer pain points, and enhance the overall customer journey. Collaborate with cross-functional teams to implement and monitor improvements.

• Issue Resolution & Advocacy:

  • • Oversee the effective and timely resolution of complex customer issues, acting as an advocate for the customer and ensuring a positive outcome.

• Performance Monitoring & Reporting:

  • • Develop and track key performance indicators (KPIs) related to customer satisfaction, service quality, and operational efficiency. Provide regular reports and insights to management.

• Sales & Service Alignment:

  • • Collaborate with business development teams to ensure a seamless integration of sales and service, maximizing customer lifetime value.

• Branch Culture:

  • • Foster a customer-centric culture throughout the branch, empowering employees to take ownership of the customer experience.

• Compliance & Risk Management:

  • • Ensure adherence to all relevant internal controls, policies, and regulatory requirements.

• Customer Satisfaction & Experience:

  • • Champion consistent delivery of high-quality service throughout the branch to meet or exceed customer expectations.
  • • Lead the identification and escalation of process improvements to enhance service quality, ensuring all service standards are maintained.
  • • Lead the development and implementation of key initiatives to enhance the service experience, focusing on proactive solutions and personalized interactions.
  • • Devise and implement a reward and recognition system to reinforce a strong customer-centric culture.
  • • Provide quick and effective responses to resolve customer complaints and queries, demonstrating empathy and ownership.
  • • Ensure effective use of support tools (Customer Survey & Track-It) to continuously improve service levels and identify trends.
  • • Ensure all Track-It items are closed in a timely manner, maintaining full ownership and providing proper documentation.
  • • Champion the reduction/elimination of key customer issues/complaints and escalate as appropriate, tracking and identifying key customer irritants.
  • • Actively promote and maintain good working relationships with customers and business partners.

• People Management:

  • • Guide and direct activities of the service team to achieve business goals.
  • • Manage directly and/or indirectly the Customer Care team with emphasis on performance, time management, and career development.
  • • Administer the Performance Management Review Program for the Customer Care team, setting appropriate performance targets and monitoring performance against goals.
  • • Motivate staff, on an ongoing basis, to achieve their performance goals and counsel/coach/train employees who do not meet performance standards.
  • • Identify and recommend development needs of staff to ensure competency and adequate cross-training.
  • • Manage vacation and absence of direct reports to ensure adequate resource availability.
  • • Monitor customer flow to ensure optimal staffing levels and service quality.
  • • Monitor team activities and work to ensure adherence to policies and procedures.
  • • Provide guidance and counsel to staff on resolving complex problems.
  • • Create a positive environment that fosters energized and creative teamwork.
  • • Guide employees to resources addressing customer, personal, and organizational issues.

• Marketing, Sales & Business Development:

  • • Assist with communicating the bank’s sales strategies to branch staff.
  • • Ensure all branch staff actively cross-sell and up-sell to both new and existing customers.
  • • Implement initiatives to proactively identify customer needs and offer relevant solutions.
  • • Collaborate with business development teams to enhance the customer experience during sales interactions.
  • • Work with the marketing team to align customer experience efforts with marketing campaigns ensuring consistency across all customer touchpoints

• Reporting & Analysis:

  • • Prepare and present regular reports on customer experience metrics, trends, and insights.
  • • Analyze customer

Required Skills

• • Strong knowledge of digital banking trends, customer analytics, and CRM platforms.
• • Proven experience in strategic planning and customer engagement strategy.
• • Proven track record of service excellence
• • Excellent leadership and cross-functional collaboration skills.
• • Strong understanding of customer journey mapping and design thinking principles.
• • Excellent analytical and problem-solving skills
• • Strong Leadership and interpersonal skills
• • Good negotiating and presentation skills
• • Good organizational and time management skills
• • Ability to work with persons at all levels and of varying personalities

Qualifications

• • First Degree in Management Studies or Equivalent
• • A minimum of five (5) years’ experience in similar capacity, preferably in the Financial Services Industry

About First Global Bank Limited

First Global Bank is a Jamaican-based commercial bank and a wholly-owned subsidiary of GraceKennedy Limited. Operating since 2002, FGB has a reputation of redefining the banking experience through its commitment to technology and a high standard of service delivery. The bank was first to deliver several digital channels including the Caribbean’s First Video Teller Machine and expanded service delivery through agent banking services. FGB also offers one of the best rated online banking platforms (Global Access). First Global Bank currently operates eight (8) main branches and fourteen (14) banking agents across Jamaica.

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