Customer Experience Business Excellence Senior Associate

4 weeks ago


Amman, Amman, Jordan Capital Bank of Jordan Full time
Customer Experience Business Excellence Senior Associate

We are seeking a highly skilled Customer Experience Business Excellence Senior Associate to join our team at Capital Bank of Jordan. The ideal candidate will have a strong background in customer journey mapping, stakeholder liaison, and process improvement.

Key Responsibilities:
  • Design and Implement Customer Journey Maps: Develop and maintain customer journey maps to identify areas for improvement and optimize the customer experience.
  • Liaise with Stakeholders: Collaborate with various stakeholders to identify and analyze journey gaps, ensuring seamless customer experiences.
  • Monitor and Enhance Customer Journeys: Continuously monitor end-to-end customer journeys to identify opportunities for improvement and implement changes to enhance future-state experiences.
  • Ensure Product and Policy Information Availability: Ensure that product and policy information is readily available to customers, facilitating informed decision-making.
  • Analyze Process Turn-Around Times: Analyze process turn-around times to identify bottlenecks and implement improvements to enhance efficiency.
  • Conduct Customer Surveys and Trend Studies: Conduct customer surveys and trend studies to ensure high customer satisfaction and identify areas for improvement.
  • Improve Service Quality: Analyze products, programs, processes, and customer inquiries/complaints to improve service quality and enhance the customer experience.
  • Problem Incidence Capturing and Reporting: Capture, report, and analyze problem incidence to identify root causes and implement corrective actions.
  • Develop Voice of Customer Strategy: Develop and implement a Voice of Customer strategy to raise the quality of customer experience and drive business growth.


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