Customer Experience Assistant Manager - ABK-Egypt
🏢 Company: [ABK-Egypt]
📍 Location:ABK-EgyptOn-site
💰 Salary: Competitive
⏳ Type: Full Time
🎓 Experience: +5 years
📂 Category: Onsite Job
Job Description:
🏦 **Customer Experience Assistant Manager - ABK-Egypt**
**Al Ahli Bank of Kuwait - Egypt (ABK-Egypt)** is hiring a **Customer Experience Assistant Manager** in 6th of October, Giza.
📍 **Location:** 6th of October, Giza, Egypt
💼 **Type:** Full-Time
💼 **Experience:** 5+ years
🎓 **Education:** Bachelor's Degree
### 🔎 Key Responsibilities
🔹 Track customer experiences across **online and offline channels** and touchpoints
🔹 Identify customer needs and support proactive CX improvement initiatives
🔹 Collaborate with **Contact Center, Branch Network, Digital Banking, IT, Marketing, and Sales** teams
🔹 Analyze customer feedback and identify key pain points and improvement priorities
🔹 Develop and follow up on actionable plans to improve customer experience
🔹 Support process optimization and initiatives to reduce complaints and customer attrition
🔹 Define CX measurement criteria, benchmarks, and **KPIs**
🔹 Conduct customer surveys and measure **Customer Satisfaction & NPS**
🔹 Analyze survey results and coordinate improvement action plans
🔹 Support the development of a strong **customer experience culture** across the organization
🔹 Support staff engagement and CX recognition initiatives
🔹 Help design and implement CX standards for branch-facing roles
🔹 Monitor branch performance through regular visits and prepare service-quality reports
🔹 Coordinate with branch managers and stakeholders to follow up on required actions
🔹 Support cross-functional projects and multi-stakeholder initiatives
Job Requirements:
✔️ Bachelor's degree in **Business Administration, Economics, Finance, or related field**
✔️ Minimum **5 years of experience** in Customer Experience or Customer Support
✔️ Strong interpersonal and communication skills with a **client-centered approach**
✔️ Experience in gathering and interpreting **customer data**
✔️ Experience in managing and executing projects
✔️ Knowledge of online customer engagement platforms and channels
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