Customer Experience Partner

Job Summary

The Customer Experience Partner (CX Partner) is responsible for translating the Bank’s CX strategy into disciplined execution across branches. Stationed at the District, the CX Partner monitors branch performance, drives daily implementation of CX initiatives, and fosters a customer-first culture through leadership, coaching and cross-functional collaboration.

Academic and Professional Qualifications

• Bachelor’s Degree in Business Administration, Marketing, Management, Economics or a related field from a reputable university.
• Master’s Degree in Business Administration, Marketing, Management, Economics or a related field from a reputable university is an added advantage.
• Proven track record in branch operations, customer experience implementation, or service quality roles is preferable.
• Professional qualification in CCXP (Certified Customer Experience Professional) or the equivalent is an added advantage.

Experience

• At least eight (8) years relevant experience with at least two (2) years in a line managerial position.

Functional/Technical Competencies

• CX Program Execution & Performance Monitoring: The ability to translate the bank-wide CX roadmap into disciplined branch-level execution, ensuring initiatives are implemented on time and monitoring KPIs (NPS, CSAT, CES, Mystery Shopping) to identify performance gaps.
• Tactical Insights & Experience Optimization: The capacity to synthesize district-level Voice of Customer (VoC) feedback and operational data to diagnose friction points across all customer touchpoints. This involves translating insights into actionable enhancements for service processes, physical environments, and digital interactions, while continuously monitoring the effectiveness of these interventions on overall satisfaction and experience metrics.
• CX Coaching & Culture Transformation: Proficiency in delivering on-the-job mentoring, coaching, and ""Stay Relevant" training programs to frontline staff and Service Culture Ambassadors to embed customer-centric behaviors.
• Stakeholder Management & Collaborative Resolution: The proficiency to cultivate strategic partnerships across District and Branch leadership to champion and accelerate the CX agenda. This involves exerting influential leadership to orchestrate cross-functional synergy, dismantling operational roadblocks, and facilitating collaborative root-cause diagnostics to ensure service excellence is achieved through shared accountability and sustainable resolution.
• Strategic Advocacy & Transformation: Capacity to embed CX principles into major transformation programs and influence organizational decisions through CX-driven recommendations.

Behavioral Competencies

• Collaboration: Encompasses a range of behaviors, including effective communication, teamwork, dependability, and engagement
• Team Work: Collaborating and communicating in a way that allows team members to share their strengths and expertise and to support each other in achieving their goals.
• Engagement: Active dedication and involvement from individuals or teams in collaborative endeavors, projects, initiatives, the Bank's platform, culture, CSR initiatives, training programs, and, most importantly, the organization's mission, vision, and values.
• Communication: Clear and successful exchange of information and ideas between individuals, ensuring a shared understanding.
• Adaptability: Ability to adapt to change without disrupting operations and the ability to adjust to new situations and circumstances.
• Continuous Improvement: Commitment to always finding ways to do things better.
• Agility: Ability to move quickly and easily.
• Responsiveness: Ability to adapt to change and meet new demands quickly.
• Customer Centricity: Understand customers’ needs and meet or seek to exceed their expectations by building long term relationships, adopting data-driven decision making, and engaging in continuously improving processes and methods.
• Relationship: Demonstrate readiness to collaborate and build sustainable relationships with stakeholders.
• Empathy: Understand and share the feelings, perspectives and experiences of customers.
• Data-driven: Consistently utilizing data to drive work and make informed decisions.
• Respect: is the glue that holds teams, organizations, and customers together.
• Professionalism: Conducting oneself with competence, integrity, and respect in a work setting.
• Inclusivity: Embracing diversity, respecting unique identities, and fostering belonging.
• Genuineness: Being authentic, sincere, and transparent in interactions, respecting the truth and authenticity.

Place Of Work

Dire Dawa District