To enable digital adoption and act as a brand ambassador for the digital banking platform within the bank by primarily interacting with Contact Centre team to guide customers efficiently.
To collaborate with Customers & Contact Centre team to add a human touch to customers' online banking experience.
Key Responsibilities
Work hand-in-hand with Contact Centre team to bring the human touch to customers' digital banking journeys.
As the digital face of the bank, provide awesome customer services to our customers and colleagues.
Collaborate closely with teams across the bank to create user-friendly and personally resonant experiences for customers.
Be the advocate for our customers in the digital realm, ensuring their feedback is shared with our product owners, to ensure a seamless digital experience.
Work closely with technology teams to ensure that the digital platforms issues are raised and resolved efficiently.
Work with customer facing colleagues to identify key challenges & opportunities in order to improve customer experience, digital adoption and efficiency.
Run digital services & digital literacy awareness workshops/sessions amongst colleagues.
Run weekly huddles with customer facing colleagues to drive a digital first mindset.
Organize and facilitate troubleshooting sessions with our colleagues.
Be the expert for solving digital banking issues faced by our customers.
Stay tuned to industry trends and emerging technology, bringing back ideas to better connect with customers digitally.
Enhance efficiency in handling digital banking inquires & services, thus increasing digital adoption.
