CAREER OPPORTUNITY

Applications are hereby invited for the temporary position of Senior Officer – Customer Experience (Grade 6) –
Group Marketing and Communications Department. Resumes should be submitted to The Manager – Group
Recruitment and Selection (Ag), Group Human Resources Department or Kamani.Maharaj@firstcitizenstt.com and
Teneille.Lewis@firstcitizenstt.com of the Human Resources Department on or before January 31, 2018.

GROUP MARKETING AND COMMUNICATIONS

SENIOR OFFICER – CUSTOMER EXPERIENCE (Grade 6)

JOB SUMMARY
Responsible for providing assistance to the customer experience (CX) team in the development and
execution of training modules to all sales and service officers, both front-line and in support centres across
the Group. The incumbent will be instrumental to the roll-out of the new First Citizens branded customer
experience standards and customer engagement. He/ She will also be required to develop programmes that
would serve to imbed customer success behaviours across the organization including the administration
of customer experience Reward and Recognition programmes.

CORE DUTIES AND RESPONSIBILITIES

• Assists in the development and implementation of talent development strategies in customer service,
including training modules, coaching tools and guides
• Conducts Branch/Units visits and training interventions for individuals and teams
• Develops, implements and evaluates rewards and recognition programmes to assist in the imbedding
customer-centricity among employees so as to deliver the right customer experiences
• Evaluates the efficacy of training interventions as it impacts the final customer
• Evaluates and recommends new and effective staff communication tools
• Reviews, evaluates and recommends changes to the Group’s customer experience delivery processes and
standards
• Engages in marketing of the Group’s products and services
• Responds to customers’ requests, enquiries, incoming and outgoing calls, both local and foreign, in a
courteous and timely manner consistent with operating standards and escalation to Supervisor/Manager
where necessary
• Completes special projects and other related activities as assigned by the Supervisor/Manager

QUALIFICATIONS AND EXPERIENCE

• A Bachelor’s Degree in a business related field – Marketing, Business Management or Communication from a
reputable University and a minimum of five (5) years’ experience in the Financial Services environment at
the Supervisory level
• Retail branch banking experience would be an asset
• A passion for driving customer engagement and sales through effective customer service delivery
• Ability think strategically and critically
• Ability to build teams and work independently

January 24, 2018