Customer Experience Monitoring Officer

HD Bank, formerly known as بنك التعمير والإسكان, is a financial institution that provides a range of banking services to individuals and businesses. While specific industry details are not provided, the presence of a job title such as 'Customer Experience Monitoring Officer' suggests the bank places emphasis on maintaining high standards of customer service and operational efficiency. This role indicates a focus on monitoring and improving interactions between the bank and its clients, which is common in institutions that prioritize client satisfaction and service quality. The company's operations likely involve various financial services, including retail banking, corporate finance, and possibly mortgage or housing-related products, given its historical name. As a regional institution, it may serve both local and international markets, though specific locations or market reach are not confirmed.

Job Summary: Measure and analyze customer experience and satisfaction through customer surveys, satisfaction and loyalty indicators, and Voice of Customer (VoC) analysis; identify customer pain points; and develop and follow up on improvement recommendations with the relevant departments .………………………………………………………………………………………………… Job Responsibilities: Analyzing customer satisfaction survey results and metrics, such as (CSAT, VOC, and NPS, etc.) to extract actionable insights. Preparing and generating SLA compliance and Turnaround Time (TAT) reports for all products and services provided to customers Extracting actionable insights from survey results to feed and inform relevant business lines. Preparing and distributing regular reports to relevant stakeholders. Following up on escalation mechanisms to ensure recurring issues are reported and immediate, timely actions are taken. Monitoring the bank’s customer experience performance to detect any decline in scores, even when they appear positive. ……………………………………………………………………………………………………… Job Qualifications: Bachelor of Commerce – Business Administration, Economics, or Equivalent Show more

The Customer Experience Monitoring Officer evaluates customer satisfaction through surveys, feedback analysis, and loyalty metrics. This role focuses on identifying key pain points to improve overall customer experience. The position involves interpreting data to support service improvements and operational decisions.