Senior Officer Customer Experience at Equity Bank Tanzania
Senior Officer Customer Experience at Equity Bank Tanzania
- 1 Vacancy
- 92 Views
Experience
3 Year
Employee type
Full TimePosition
Experienced Professional (Associate)
Offer Salary
Negotiable
For Freelance
No
Application deadline
Nov 07, 2026
Job Description
Find a job as Senior Officer Customer Experience at Equity Bank Tanzania in Dar es Salaam.
Main Duties and Responsibilities
- Handle customer complaints and escalations professionally and promptly, coordinating with branch
managers and relevant stakeholders to ensure satisfactory resolution and keeping customers
informed of progress and outcomes. - Respond to customer and internal emails and calls promptly and professionally, providing accurate
information and addressing inquiries and concerns. - Document, consolidate and analyse customer feedback from complaints, surveys, service
interactions and other channels to identify customer needs, trends and recurring pain points; conduct
root-cause analysis and recommend sustainable solutions to prevent recurrence. - Monitor service quality metrics, including NPS, CSAT, CES, complaint trends and resolution
turnaround times, highlighting performance gaps and recommending corrective actions. - Adhere to applicable regulatory requirements, internal policies and standards relating to consumer
protection, data privacy, confidentiality and customer interactions. - Prepare management reports and presentations that translate complaint trends and findings into
practical recommendations, priorities and actions. - Support the assessment of the business impact of customer pain points and service improvements,
including effects on customer retention, transaction activity, repeat contacts and cost to serve. - Collaborate with internal stakeholders to identify and implement improvements that strengthen
internal service delivery and employee productivity. - Work closely with product teams to identify and address gaps in product availability, accessibility
and relevance to customer needs and preferences. - Analyse customer interactions to identify opportunities to improve channel effectiveness, usability
and convenience, and support the implementation of channel improvements. - Conduct branch and channel service quality assessments to evaluate adherence to service
standards and operational processes, identify gaps and recommend improvements. - Track agreed corrective and improvement actions, follow up with relevant stakeholders and assess
whether implemented changes have addressed the identified service gaps
Qualifications
KNOWLEDGE, SKILLS AND EXPERIENCE
- Education: Bachelor's Degree from an accredited institution in any related field of study required. Work Experience: A minimum of 3 years of relevant work experience preferred in the banking industry. Knowledge and Skills
- Strong complaint management and service recovery skills, including effective escalation, customer communication and resolution follow-up.
- Strong stakeholder engagement and coordination skills to drive corrective actions, while maintaining consumer protection, data privacy and confidentiality standards.
- Strong analytical and root-cause analysis skills, with the ability to consolidate and validate customer and operational data, identify trends and recommend sustainable improvements.
- Proficiency in Excel for data analysis and the ability to present findings through clear reports, dashboards and management presentations.
- Understanding of customer experience measurement, including NPS, CSAT, CES, customer surveys, customer journeys and service standards.
Skills
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Job Overview
-
Experience
3 Year
-
Location
Dar es Salaam, Tanzania
-
Offered Salary
Negotiable
-
Qualification
Experienced Professional (Associate)
-
Degree Level
Bachelor's Degree
-
Degree Type
Bachelors in Commerce
-
Industry
Customer Service -
Date Posted
1 week ago
-
Apply Before
Nov 07, 2026
JobFasta
Since 2023
-
Phone
+255769841477 -
Email
info@jobfasta.com
-
Website
https://jobfasta.com -
Location
Tanzania
Job location
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JobFasta
Senior Officer Customer Experience at Equity Bank Tanzania
1 Vacancy
-
Full Time
Dar es Salaam, Tanzania
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