Customer Experience Designer
Bring your possibility to life! Define your career with us
With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
Job Summary
To provide banking services accurately and timeously through the execution of predefined objectives as per agreed standard operating procedures (SOPs). Selecting this role has a compensation & benefit impact in TZ (NBC), Botswana. Please contact Reward for details.
Customer Experience Designer
About Absa Regional Operations (ARO)
Absa Regional Operations encompasses Absa Global Retail Banking, Corporate Banking, and Absa Card operations in 10 countries organized in four geographic areas: North Africa (Egypt), East and West Africa (Ghana, Tanzania, Uganda, and Kenya), Southern Africa (Botswana, Zambia, and Zimbabwe), and Indian Ocean (Mauritius and Seychelles).
Absa Regional Operations serves its 2.8m customers through a network of 573 branches and service centers providing a variety of traditional financial products including retail mortgages, current and deposit accounts, commercial lending, unsecured lending, credit cards, treasury, and investments.
Overall Job Purpose:
The bank is on a Customer Experience Transformation with an aim of clearly defining end to-end customer journeys that improve interactions with our customers. To achieve this, the role-holder will drive the mapping of key Customer Journeys in the bank in a bid to deliver exceptional customer experience and clearly define what existing and potential new-to-bank customers need to either take up a solution with us or join the bank. The bank’s goal is to elevate customer connections and deliver seamless experiences by providing positive ‘moments of truth’.
They key activities to be undertaken are:
- Identify the key Customer Journeys which will drive the highest impact for the bank in elevating customer experience.
- Map out these Customer Journeys, to provide a CX perspective to the customer engagement process, noting the experience the bank wants to provide the customer and the experience the customer wants to receive.
- Identify key customer needs that need to be met from the mapped customer journeys.
- Articulate the gaps coming out between the actual customer experience and the desired state.
- Transform these Customer Journeys by delivering customer-centric designs incorporating systems thinking, customer experience/customer research, and service design, operating model review, commercial analysis, and market knowledge.
- Outline the key areas of action to enable the bank maximize benefits (including efficiencies), and co-o
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