Head - Voice of Customer jobs at United Bank Limited (UBL) 2024

@ United Bank Limited (UBL)


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Job Industry:
Private
Job Type:
Full-time
Experience Level:
Senior Level
Submissions begins on:
2024-01-15
Job Posted at:
2024-01-18 18:24:18
Submission Deadline:
2024-01-31
Disable Quota:
Not Mentioned
Female Quota:
Not Mentioned
Minority Quota:
Not Mentioned
Age Limit:
N/A
Place(s) of Posting:
Location Type:
Physical / On-site
Applicant Location:
Pakistan (Country)
Country of Appointment:
Employer details:
Employer Contact Email:
Employer Contact Phone:
+92 21 32446949
Employer Address:
Contact Center & Customer Care,
1st Floor, UBL Warehouse Building,
Mai Kolachi Road, Karachi.
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Description:

United Bank Limited (UBL) has announced job vacancy of Head - Voice of Customer at Karachi.

The job responsibilities of Head - Voice of Customer at United Bank Limited (UBL) are:
• Design and implement VOC programs that provide the organization with actionable customer experience insights. This includes survey design and operations, reporting, analysis, and managing the closed loop process.
• Use customer feedback data to determine key drivers of customer success, loyalty, risk, churn, and overall experience, and then translate that into actionable insights.
• Inspire the stakeholders to listen, understand and act on customer feedback as an effective data-driven storyteller.
• Facilitate cross-functional insight reviews and action-planning meetings with internal stakeholders to drive customer experience improvements.
• Track the progress on action items with relevant stakeholders.
• Design and implement new improvement strategies across all voice of the customer activities.
• Ensure that all periodic and ad-hoc reports & presentations are submitted in a timely manner.
• Identify training needs in the department and arrange necessary training programs to improve staff performance.
• People management via coaching, motivating, supporting and directing staff to ensure they deliver high standards of performance.
• Ascertain the regulatory guidelines pertaining to VOC programs, keep informed about them, and ensure compliance.
• Eliminate audit comments (internal & external). Implement measures to minimize and curtail recurrence.

Qualification:

• Bachelor's/Master's in Business Administration from any HEC recognized Institute.
• 10-12 years of experience in this capacity.
• Knowledge of the demands, scope, and service delivery of both front-line and back-office tasks.
• Expertise in insights generation to drive positive outcomes in customer experience.
• Expert empathy skills with high emotional intelligence, and experience in applying those skills in a business context.
• Demonstrated ability to champion the customer experience and encourage others to do the same.


Employment Type:

  • This job offered by United Bank Limited (UBL) is a Full-Time position. The possible benefits of Full-time positions include: Stability, Growth, and More

  • Applications begins on:

  • The interested candidates/ job seekers can apply for the post of Head - Voice of Customer at United Bank Limited (UBL) from January 15, 2024
  • .


    Last Date to Apply:

  • The last date to apply for the post of Head - Voice of Customer at United Bank Limited (UBL) is January 31, 2024.

  • How To Apply:

    • Apply online on given link below.


    Submit your application:

    Start your new career with just one click! Apply online for this exciting opportunity.

  • Apply online for Head - Voice of Customer (United Bank Limited (UBL))


  • Tags: Business, Management, Regular, UBL


    Frequently Asked Questions (FAQs)

    Q: What are the job responsibilities of Head - Voice of Customer at United Bank Limited (UBL)?
    A: The job responsibilities of Head - Voice of Customer at United Bank Limited (UBL) are: \n• Design and implement VOC programs that provide the organization with actionable customer experience insights. This includes survey design and operations, reporting, analysis, and managing the closed loop process.\n• Use customer feedback data to determine key drivers of customer success, loyalty, risk, churn, and overall experience, and then translate that into actionable insights.\n• Inspire the stakeholders to listen, understand and act on customer feedback as an effective data-driven storyteller.\n• Facilitate cross-functional insight reviews and action-planning meetings with internal stakeholders to drive customer experience improvements.\n• Track the progress on action items with relevant stakeholders.\n• Design and implement new improvement strategies across all voice of the customer activities.\n• Ensure that all periodic and ad-hoc reports & presentations are submitted in a timely manner.\n• Identify training needs in the department and arrange necessary training programs to improve staff performance.\n• People management via coaching, motivating, supporting and directing staff to ensure they deliver high standards of performance.\n• Ascertain the regulatory guidelines pertaining to VOC programs, keep informed about them, and ensure compliance.\n• Eliminate audit comments (internal & external). Implement measures to minimize and curtail recurrence.
     

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