Customer Experience Business Excellence Senior Associate

2 months 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. In this role, you will be responsible for designing customer journey maps, analyzing journey gaps, and monitoring end-to-end customer journeys to enhance future-state experiences.

Key Responsibilities:
  • Customer Journey Mapping: Design and develop customer journey maps to identify pain points and areas for improvement.
  • Journey Gap Analysis: Analyze journey gaps and identify opportunities for improvement to enhance customer satisfaction.
  • Customer Journey Monitoring: Monitor end-to-end customer journeys to identify areas for improvement and optimize customer experiences.
  • Product and Policy Information: Ensure the availability of product and policy information to customers.
  • Process Turn-Around Times: Analyze process turn-around times to identify areas for improvement.
  • Customer Surveys and Trend Studies: Conduct customer surveys and trend studies to ensure high customer satisfaction.
  • Service Quality Improvement: Improve service quality through the analysis of products, programs, processes, and customer inquiries/requests and complaints.
  • Problem Incidence Capturing and Reporting: Capture, report, and analyze problem incidence to identify root causes.
  • Voice of Customer Strategy and Programs: Develop Voice of Customer strategy and programs to raise the quality of customer experience.

As a Customer Experience Business Excellence Senior Associate, you will have the opportunity to work with various stakeholders to identify and analyze journey gaps, monitor end-to-end customer journeys, and develop strategies to enhance customer experiences. If you are a detail-oriented and analytical individual with excellent communication skills, we encourage you to apply for this exciting opportunity.



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