• Application Deadline:
• Position: External & Internal Feedback Officer


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 - 4 years


• Location Not specified


• Job Field Banking 
  

Job Description

• Design and deploy survey for key customer segment and conduct external daily customer satisfaction surveys on key customer across touch points/channels (Branch, VULTe, ATMs, VULTe for Business, USSD & Polaris Xperience).


• Analyze, report survey responses and identify pain points, service issues and areas of improvements for the channels.


• Carry out and review feedback from Internal Customer Satisfaction Survey and IT services survey biannually and report identified pain points, service issues and area of improvements


• Launch and deploy surveys on; Internal Process improvements, general products & and market research as may be requested by internal stakeholders.


• Collate, analyze and report survey feedback for escalation to stakeholders.

Preferred Skills and Experience / Requirements

• Minimum of 3 – 4 years’ relevant experience


• Proficiency in Microsoft Office Suite


• Good writing/numeracy/ analytical and time management skills.