Analyst - Client Experience

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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. The responsibilities include coordinating with Property and Learning teams, arranging necessary props, running feedback surveys and assessments, and conducting branch visits. Additionally, liaising with Frontline and StrategicBusiness Information Management teamto address queries.

• Implementation of Client Experience dashboard and service KPI and turnaround times traction.
• Making dashboard for service campaigns
• Running the Customer Experience (CX) academy operationally liaising with Property, Learning Team, trainees, arranging props, running feedback surveys and assessments.
• Liaising with Frontline & Strategic Business Implementation Management (SBIM) to address queries (variance in performance numbers/tagging issues)
• Conducting interviews of internal staff for the weekly client experience stories and updating the same on Bridge
• Rolling out all Client Experience related emails from CE Pakistan email group
• Running the Service excellence awards (quarterly) and consolidating different KPIs and scores
• Drafting minutes of the meetings for all forums
• Liaising/following up with stakeholders on action items from multiple forums
• Maintaining Digital adoption trackers at branch level and having regular check-in calls.
• Data extraction for multiple areas from SBIM & plotting the same for deep dives
• Circulating/collating/reviewing Branch banking complaints & Banking Stability Index (BSI) contests-monthly

• Excellent verbal and written communication skills
• Problem Solving
• Presentation Skills
• Critical Thinking
• Minimum Bachelor's degree with preferably 2+ years of experience

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thingand are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle,continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together,we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter,we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance,with flexible and voluntary benefits available in some locations.
• Time-offincluding annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible workingoptions based around home and office locations, with flexible working patterns.
• Proactive wellbeing supportthrough Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills,global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning cultureto support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation,one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.