Customer experience leading specialist

AMIO BANK

- Periodic monitoring - Conduct regular monitoring of the Bank’s Sky service (call center), including call reviews, video banking service checks, and reviews of written platforms - Perform periodic monitoring of the Bank’s branch network by visiting branches and reviewing recordings - Discuss the information collected from these observations with relevant departments and, if necessary, participate in corresponding projects or provide recommendations - Involvement in projects from the customer experience perspective — journey mapping - Study the complete customer “journey,” provide relevant recommendations to the responsible teams, and monitor the implementation of those recommendations - Promotion of a customer-centric culture - Develop a customer-centric culture within the Bank, ensuring that customers’ needs and perspectives are considered in all decision-making processes. Review responses, emails, and messages sent to customers across all possible channels. Create standards/scripts for frontline staff when necessary

- Bachelor’s degree in Finance, Marketing, Psychology, and/or a related field (Master’s degree is an advantage) - At least 2–3 years of work experience in the banking sector - 1 year of experience in customer experience, service quality monitoring/oversight, customer loyalty and retention, and/or related areas - Team player

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