Senior Customer Experience Specialist

• Need 3-4 consultants to be onboarded for this role.
• CX shift is normal hours but expectation for a few months during the start up period, may need to support if required.
• Position: Senior Customer Experience Specialist
• Department: Customer Management
• Type: 12 Months Contract
• Reports to: Customer Experience Manager

Role Overview

As a Senior Customer Experience Specialist at KAF Digital Bank, you will be a key

contributor to the design, execution, and optimization of our customer experience (CX)

strategies. You will act as the primary Voice of the Customer, leveraging data and insights to

improve the end-to-end digital banking journey. Your role is defined by a dual focus on both

strategic CX initiatives and operational rigor, ensuring processes are efficient and outcomes are

consistently excellent. You will work collaboratively with product, marketing, technology, and

operations teams to enhance the digital experience and foster a culture of continuous

improvement.

Key Responsibilities

CX Strategy & Journey Mapping: Contribute to the design and implementation of

customer experience strategies. Assist in the optimization of end-to-end customer

journeys across all digital channels (mobile app, website, chatbot, etc.), identifying and

eliminating friction points to ensure a seamless and personalized experience.

Operational Excellence & Quality Assurance: Drive process optimization initiatives

that streamline customer-facing workflows, ensuring they are efficient, scalable, and

reduce friction. Conduct regular quality assurance checks on customer service

interactions to ensure strict adherence to quality standards and brand voice. Develop,

enhance, and manage Standard Operating Procedures (SOPs) and assist with root-

cause analysis to prevent recurring issues.

CX Analytics & Reporting: Lead all customer experience analytics, acting as the

primary advocate for the customer by collecting, analyzing, and interpreting feedback

from various channels. Regularly monitor and analyze key CX metrics like NPS (Net

Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score).

Generate comprehensive reports with actionable insights for leadership, ensuring all

reporting meets internal and external regulatory requirements. Drive strategic

decisions and highlight key areas for improvement.

Cross-Functional Collaboration: Partner with other departments, such as Product,

Technology, Marketing, and Operations, to advocate for customer needs and ensure a

cohesive customer journey. Provide input into product development and feature

enhancements from a CX perspective.

Knowledge Base & Case Management: Contribute to the creation, management, and

continuous improvement of the internal knowledge base and customer-facing self-

service resources. Analyze and improve customer case management processes to

reduce resolution times and improve outcomes.

Qualifications

Experience: 35 years of proven experience in a customer experience, quality

assurance, or analytics role, with a focus on improving customer journeys and

satisfaction.

Skills: In-depth knowledge of digital customer journeys and UX/UI principles. Strong

analytical skills with the ability to use customer data to inform strategic decisions.

Expertise in process optimization and identifying opportunities for continuous

improvement. Excellent verbal and written communication, problem-solving, and

attention to detail.

Technical Proficiency: Proficient in using CRM software, such as Salesforce, and other

CX tools like Medallia, Qualtrics, or Zendesk. Experience with data visualization tools

and knowledge management platforms (e.g., Confluence) is a plus.

Education: Bachelor's degree in Business, Marketing, Communications, or a related field.