Analyst - Client Experience

3 weeks ago

Karachi, Sindh, Pakistan Standard Chartered Full time

Job Summary

This role will be responsible for enhancing service standards, conducting mystery shopping, implementing Conduct Assessment Frameworks (CAF), creating dashboards for service campaigns, and managing the operational aspects of the Customer Experience (CX) Academy. Responsibilities include coordinating with Property and Learning teams, arranging props, running feedback surveys and assessments, and conducting branch visits. Additionally, liaising with Frontline and Strategic Business Information Management teams to address queries.

Key Responsibilities

  • Implementing the Client Experience dashboard, service KPIs, and turnaround times.
  • Creating dashboards for service campaigns.
  • Managing the Customer Experience (CX) Academy operationally, liaising with Property and Learning Teams, trainees, arranging props, and conducting feedback surveys and assessments.
  • Liaising with Frontline & Strategic Business Implementation Management (SBIM) to address queries related to performance numbers and tagging issues.
  • Conducting interviews of internal staff for weekly client experience stories and updating on Bridge.
  • Rolling out all Client Experience related emails from the CE Pakistan email group.
  • Running quarterly Service Excellence Awards and consolidating KPIs and scores.
  • Drafting minutes of meetings for all forums.
  • Following up with stakeholders on action items from various forums.
  • Maintaining digital adoption trackers at branch level and conducting regular check-in calls.
  • Extracting data from SBIM for various areas and analyzing for deep dives.
  • Circulating, collating, and reviewing branch banking complaints and Banking Stability Index (BSI) contests monthly.

Skills and Experience

  • Excellent verbal and written communication skills.
  • Problem solving abilities.
  • Presentation skills.
  • Critical thinking.
  • Minimum Bachelor's degree with preferably 2+ years of experience.

About Standard Chartered

We are an international bank, nimble enough to act, big enough for impact. For over 170 years, we've worked to make a positive difference for our clients and communities. We challenge the status quo, love challenges, and seek new growth opportunities. If you're seeking a purposeful career and want to work for a bank that makes a difference, we want to hear from you. We celebrate your unique talents and look forward to what you can bring to us.

Our purpose is to drive commerce and prosperity through our diversity, aligned with our brand promise to be here for good. We value difference and advocate inclusion.

Together We

  • Do the right thing, challenge one another, and act with integrity, always putting the client first.
  • Strive for continuous improvement and innovation, keeping things simple, and learning from experiences.
  • Work collectively, embracing inclusivity, seeing good in others, and building for the long term.

What We Offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits supporting your wellbeing:

  • Retirement savings, medical, and life insurance, with flexible benefits in some locations.
  • Time-off including annual leave, parental/maternity leave (20 weeks), sabbatical (up to 12 months), and volunteering leave (3 days), with a minimum of 30 days annual and public holidays.
  • Flexible working options around home and office locations.
  • Wellbeing support via Unmind, development courses, Employee Assistance Programme, and self-help tools.
  • Opportunities for reskilling and upskilling through physical, virtual, and digital learning.
  • An inclusive, values-driven organization that celebrates diversity and supports your growth.
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