Customer Experience Head

About the Role

This position is based in Port Moresby and reports to the Head of Segments & Products. The successful incumbent will be responsible for ensuring that quality standards are met and procedures conformed to and that the standards are the right ones for delivering customer satisfaction and for ensuring that customer feedback data is used in Product, Channel and Marketing decisions.

Key Deliverables

• Establish and then monitor standard behaviour required for each point of contact with the customer.
• To ensure that Business customers receive the best service.
• Implement effective mechanisms to ensure that customer satisfaction standards are achieved and continuously improved.
• Ensure staff training and development keep pace with Customer Experience requirements.
• Work closely with Head of Segments & Products to ensure that customer satisfaction issues are reflected in market research.

Essential Qualifications, Professional/Skills and Experience:

• University Degree preferably in Commerce.
• Dynamic, proactive and strong interpersonal skills.  Advanced Technical skills in Product Knowledge.
• Intermediate Technical Skills in Industry Knowledge.
• Good knowledge and understanding of wholesale banking sector, and of banking products and services used by that segment.
• Recent experience of working in a similar role in a customer focused environment.
• Strong technology background with an understanding of banking systems.  5-7 years’ experience in similar roles.

If you think you have the appropriate skills and experience to perform this role, send your application and detailed CV to:

The Head of Talent Management, BSP People & Culture via email jobs@bsp.com.pg

Please contact us should you require additional information. Only shortlisted applicants will be contacted for interviews.  

Applications close on Thursday, November 14, 2024.