ICEA Lion Group – Customer Experience Manager.

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Customer Experience Manager

Job Summary

As the Customer Experience Manager, your role will be to drive the customer experience strategy and managing the life business relationship with its customers to deliver customer-centric solutions and build and maintain relationships which help to grow bottom line.


– Implement customer service policies and strategies in life business to ensure achievement customer
satisfaction and brand loyalty.
– Monitor the utilisation of resources in life business to ensure appropriate usage and optimisation as planned.
– Prepare the unit budget and monitor spending to ensure that all expenses are within the budget.
– Set and ensure achievement of performance targets for customer experience staff in the unit.
– Measure and prepare reports on return on investments to ensure there is value for funds spent on customer service activities.
– Manage and oversee operations in the customer service unit to ensure efficiency in line with set guidelines and procedures.
– Provide people management and leadership through performance management of the customer service team to ensure high performance culture.

– Identify, create, implement and perfect processes and procedures to implement the customer service
– Provide input in the enhancement of usability and design of customer experience processes, tools and
systems to enhance customer experience.
– Perform customer profiling to enable customisation of services and tailored satisfaction to clients
– Create initiatives that will maintain retail persistency levels of over 80% & corporate retention of 95% to ensure that life business retains clients.
– Drive initiatives to improve the Customer Satisfaction Index & Net Promoter Scores.
– Effectively manage the customer experiences by leveraging on technology to ensure customer loyalty
– Create an environment that delivers good customer service and a positive customer experience.
– Ensure the accurate processing of customer requests within agreed timescales.
– Ensure that all customer enquiries from life business customers are satisfactorily managed, resolved and closed within agreed timescales.
– Actively promote and manage the process of continuous improvement in Customer Service standards.

Key Performance Measures
– Customer satisfaction index
– Brand loyalty
– Brand visibility
– Turnaround time in attending to customers
– Net Promoter Score

Qualifications and Experience
– Bachelors’ degree in a business related field.
– Diploma or other professional training in Customer Services Management.
– At least 7 years’ experience in a customer experience role preferably in the financial services industry, 3 of which should be in a managerial role.
– Good interpersonal /communications skills.
– Team leadership

Technical Competencies
– Customer service skills
– Knowledge in diversity management
– Ability to drive change
– Stakeholder Management
– Customer relationship management
– Conflict resolution skills

How To Apply

If you meet the role requirements, kindly submit your CV in the form below or via and quote the job title on the subject line
by 5th January 2022.





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