Team Lead – Service Measurement & Analytics at Kuda Bank

Kuda is a full-service, app-based digital bank. Our mission is to be the go-to bank not just for those living on the African continent, but also for the African diaspora wherever they might live, anywhere in the world. Kuda is free of ridiculous banking charges and great at helping customers budget, spend smartly, and save more. We raised the largest seed round ever seen in Africa and completed a Series A funding round in February 2021, led by some of the world’s smartest venture capital investors. With offices in London (our HQ), Lagos, and Cape Town, and further offices opening across Africa during 2021, Kuda is fast becoming recognized as the leading ‘Neobank’ for Africans.

To help us grow into a company that can bring meaningful change to the way people across Africa get access to great financial products and services in order to take control of their personal finances, we are actively looking for bright, talented, driven people who are excited by our mission. If this sounds like a great way to spend your valuable time, then please get in touch with us.

We are recruiting to fill the position of:

Job Title: Team Lead – Service Measurement & Analytics

Location: Nigeria
Employment Type: Full Time
Category: Customer Excellence

Description

• We are looking for an experienced Team Lead: Service Measurement & Analytics.
• For this role, you should define, standardize, track and continually analyze service measurement parameters across all touchpoints in order to proactively identify customer behavioral trends, satisfaction levels, service gaps and to implement strategies to bridge such emerging gaps.

Responsibilities

• Define, document and implement the CX standards, policies for the organization in line with international Best practice.
• Development of a service measurement matrix/dashboard to capture critical service indicators across the organization.
• Carry out periodic customer Satisfaction Survey [CSAT, NPS,ETC] to determine pain point and expectations.
• Conduct internal Satisfaction survey to gauge the level of support and collaboration along the service value chain.
• Compile monthly service scorecard and recommend initiatives to improve service delivery.
• Introduce instant transaction survey across all our interaction channels to help get real-time customer Feedback.
• Ensure proper tracking and analysis of all service indications across the support teams [FCR, Service Levels, Abandoned calls, response time etc.].
• Carry out mystery shopping evaluation on all out interaction channels to ensure that they deliver service in line with their mandate.
• Real-time monitoring of turn around for critical customer impacting processes.
• Design strategies for Tracking and reporting of all isolated cases of service failures and exceptional service delivery identified within the network
• Run periodic campaign to communicate service measurement attribute across the network to ensure adequate awareness.
• Partner with stakeholders to improve service ratings through the implementation of service improvement initiatives.
• Create a compendium of SLA across the entire organization and hold relevant teams accountable.
• Implement SLA-monitoring techniques to improve impact on the business.
• Design customer onboarding and lifecycle management framework and the level of service experience customers should expect.
• Review all customer impacting processes end-to-end to identify and remove blockers.

Requirements

• B.Sc (MBA, CBAP, PMP an added Advantage).
• 4 -5 years experience in a similar role.
• Proficient in Data Analysis and Reporting tools.
• Proficient in Business Process Design.
• Proficient in Research Skills.
• Customer behaviour and need drivers.
• Data interpretation and adaptation.
• Research methodology, analysis & interpretation.
• Business Intelligence tools- SQL Server, Power BI, etc.
• Understanding of a full range of Kuda’s products.
• Knowledge of regulations governing the management of financial services.
• A broad understanding of the bank’s procedures and policies and Computer literacy.
• High degree of intelligence, communication, and analytical skills.
• Excellent customer relationship development/management.
• Service Quality Management.
• Business process skills.
• Creative and innovative.
• Advanced Presentation Skills.

Benefits
Why join Kuda?
Become a part of one of the trailblazers in the challenger banking arena by joining the exciting and ambitious team at Kuda Bank as we work to become the neobank for ‘every African on the planet’.

• An exciting and flexible work environment
• Competitive pay
• Smart and kind coworkers
• Full pension contribution
• Reliable health insurance

How to Apply
Interested and qualified candidates should:
Click here to apply online