Position: Senior Customer Experience Specialist Department: Customer Management Type: 12 Months contract Reports to: Customer Experience Manager Need 3-4 consultants to be onboarded for this role. CX shift is normal hours but expectation for a few months during the start up period, may need to support if required. Role Overview As a Senior Customer Experience Specialist at KAF Digital Bank, you will be a key contributor to the design, execution, and optimization of our customer experience (CX) strategies. You will act as the primary Voice of the Customer, leveraging data and insights to improve the end-to-end digital banking journey. Your role is defined by a dual focus on both strategic CX initiatives and operational rigor, ensuring processes are efficient and outcomes are consistently excellent. You will work collaboratively with product, marketing, technology, and operations teams to enhance the digital experience and foster a culture of continuous improvement. Key Responsibilities CX Strategy & Journey Mapping: Contribute to the design and implementation of customer experience strategies. Assist in the optimization of end-to-end customer journeys across all digital channels (mobile app, website, chatbot, etc.), identifying and eliminating friction points to ensure a seamless and personalized experience. Operational Excellence & Quality Assurance: Drive process optimization initiatives that streamline customer-facing workflows, ensuring they are efficient, scalable, and reduce friction. Conduct regular quality assurance checks on customer service interactions to ensure strict adherence to quality standards and brand voice. Develop, enhance, and manage Standard Operating Procedures (SOPs) and assist with root- cause analysis to prevent recurring issues. CX Analytics & Reporting: Lead all customer experience analytics, acting as the primary advocate for the customer by collecting, analyzing, and interpreting feedback from various channels. Regularly monitor and analyze key CX metrics like NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score). Generate comprehensive reports with actionable insights for leadership, ensuring all reporting meets internal and external regulatory requirements. Drive strategic decisions and highlight key areas for improvement. Cross-Functional Collaboration: Partner with other departments, such as Product, Technology, Marketing, and Operations, to advocate for customer needs and ensure a cohesive customer journey. Provide input into product development and feature enhancements from a CX perspective. Knowledge Base & Case Management: Contribute to the creation, management, and continuous improvement of the internal knowledge base and customer-facing self- service resources. Analyze and improve customer case management processes to reduce resolution times and improve outcomes. Qualifications Experience: 3-5 years of proven experience in a customer experience, quality assurance, or analytics role, with a focus on improving customer journeys and satisfaction. Skills: In-depth knowledge of digital customer journeys and UX/UI principles. Strong analytical skills with the ability to use customer data to inform strategic decisions. Expertise in process optimization and identifying opportunities for continuous improvement. Excellent verbal and written communication, problem-solving, and attention to detail. Technical Proficiency: Proficient in using CRM software, such as Salesforce, and other CX tools like Medallia, Qualtrics, or Zendesk. Experience with data visualization tools and knowledge management platforms (e.g., Confluence) is a plus. Education: Bachelor's degree in Business, Marketing, Communications, or a related field.