To manage the entire customer experience to ensure consistent high service delivery
Functions & Responsibilities
To develop programs and processes that promote continuous improvements in productivity, quality, and customer satisfaction for all our products
Explore customer segments and behavior, both locally and internationally, to identify and understand different groupings and initiate research projects to support strategic initiatives.
Develop and drive the value propositions for each customer segment.
Develop and implement appropriate systems and procedures to identify, prioritize and drive corrective actions for customer quality systems/procedures to the appropriate individuals within the company and assure that appropriate actions are taken.
Develop a comprehensive quality system that covers all aspects of Quality Management for design, development, supplier, internal and field quality issues.
Carry out market intelligence surveys, analyze competitor trends, product market shares and product critical information.
Evaluate the effectiveness of quality programs and will recommend methods to increase quality standards and customer satisfaction.
Articulate and develop of winning service initiatives that enhance the customer’s experience bank wide like monthly publications, messages on birthdays & anniversaries etc.