Senior Officer Customer Experience at Equity Bank Tanzania

Job description

Organization: Customer ServiceEmployment Type: RegularJob Level: Entry LevelJob Shift: Day JobJob Posting Date: 26 October 2026, 11:56:39 AM MAIN DUTIES AND RESPONSIBILITIES Handle customer complaints and escalations professionally and promptly. Coordinate with branch managers and relevant stakeholders to ensure satisfactory resolution. Keep customers informed of complaint progress and outcomes. Respond to customer and internal emails and calls promptly and professionally. Provide accurate information and address customer inquiries and concerns. Document, consolidate and analyse customer feedback from: Complaints Surveys Service interactions Other channels Identify: Customer needs Trends Recurring pain points Conduct root-cause analysis and recommend sustainable solutions to prevent recurrence. Monitor service quality metrics, including: NPS CSAT CES Complaint trends Resolution turnaround times Highlight performance gaps and recommend corrective actions. Adhere to applicable regulatory requirements, internal policies and standards relating to: Consumer protection Data privacy Confidentiality Customer interactions Prepare management reports and presentations that translate complaint trends and findings into: Practical recommendations Priorities Actions Support the assessment of the business impact of customer pain points and service improvements, including effects on: Customer retention Transaction activity Repeat contacts Cost to serve Collaborate with internal stakeholders to identify and implement improvements that strengthen: Internal service delivery Employee productivity Work closely with product teams to identify and address gaps in: Product availability Product accessibility Product relevance to customer needs and preferences Analyse customer interactions to identify opportunities to improve: Channel effectiveness Usability Convenience Support the implementation of channel improvements. Conduct branch and channel service quality assessments to evaluate adherence to: Service standards Operational processes Identify service gaps and recommend improvements. Track agreed corrective and improvement actions. Follow up with relevant stakeholders. Assess whether implemented changes have addressed identified service gaps. QUALIFICATIONS Education Bachelor's Degree from an accredited institution in any related field of study. Work Experience A minimum of 3 years of relevant work experience, preferably in the banking industry. KNOWLEDGE AND SKILLS Strong complaint management and service recovery skills, including: Effective escalation Customer communication Resolution follow-up Strong stakeholder engagement and coordination skills to drive corrective actions while maintaining: Consumer protection Data privacy Confidentiality standards Strong analytical and root-cause analysis skills. Ability to: Consolidate customer and operational data Validate customer and operational data Identify trends Recommend sustainable improvements Proficiency in Excel for data analysis. Ability to present findings through: Clear reports Dashboards Management presentations Understanding of customer experience measurement, including: NPS CSAT CES Customer surveys Customer journeys Service standards