We are looking for a Customer Experience Officer Who will be responsible for identifying customers’ needs and identifying ways to ensure an exceptional customer experience at all levels and across all channels of the customers’ engagement with the bank.

Job Duties and Responsibilities:

• Handle JKB customers’ experiences, including the sum of every interaction a customer has with JKB, both pre-and post-sale.
• Demonstrate the most valuable features, and attributes of the product or service and link them to the customer’s key challenges.
• Maintain and lead periodic check-ins with non-key customers to ensure they are receiving the most value from the product or service.
• Make sure that every member and channel at JKB delivers a positive, meaningful experience across those interactions.
• Build effective working relationships within the internal client organization and contribute to the management of the partnering relationship, delivering high-quality professional services within established routines or as part of an agreed project.
• Implement a comprehensive customer experience program to promote service culture at the bank.
• Maintain customer satisfaction and enhance their experiences through definition, analysis, and implementation of the process, people, and premises improvement initiatives.
• Regular visits according to a yearly plan to implement service excellence initiatives and ensure adherence to service standards, related to people, processes, and premises.
• Coordinate and follow up on mystery shopping exercise progress and results.
• Complaints shrewd follow-up on and management with branches, departments, etc…
• Identify root causes and address them in coordination with concerned departments.
• Conduct training for all front lines to increase their service knowledge and awareness.

Required Skills/Abilities:

• Builds strong customer relationships and delivers customer-centric solutions.
• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Customer satisfaction surveys.
• Works with full competence to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences.
• Take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Quality and timeliness of periodical performance reports and results.
• Quality and timeliness of CX strategy execution.
• participate in customer experience initiatives both short and long terms, and document and report the initiatives’ implementation progress.
• Conduct Mystery and Branch visits.
• Excellent presentation skills.
• Excellent communication and interpersonal skills.
• Teamwork and positive attitude.
• Fluency in English and Arabic

Education & Experience:

• Education: University degree in Business Administration, Public Relations, or related fields from a reputable university.
• Experience: 2 -6 years of experience.
• Banking experience is a plus.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.

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