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Vacancy Details
Vacancy Number: DB_EX/HO/038/26
Vacancy Posting End Date: 10/09/2026
Job Summary
- Experience Design and Improvement Specialist I is responsible for active participation in identifying and conducting customer research, designing intuitive interfaces and implementing strategies to optimize customer satisfaction and engagement. The role holder is also responsible for the overall customer experience across various customer touch points that involves understanding the Banks’s customers, analyzing their behavior and needs, mapping their journey, and capturing their feedback.
Academic and Professional Qualifications
- Bachelor’s Degree in Business Administration, Marketing Management, Information Technology, Management or related discipline from a reputable university.
- Master’s Degree in Business Administration, Management or related fields is added advantage.
Experience
- Minimum of six (6) years relevant experience.
Functional/Technical Competencies
- Service standard development: Ability to define clear, measurable, and achievable service standards aligned with customer expectations for the Bank’s products and services.
- User experience designing: Skills, knowledge, and abilities that enable a specialist to create effective, engaging, and user-friendly products or services for the Bank.
- Prototype testing: Ability to evaluate a prototype with real users to gather feedback and identify areas for improvement.
- Monitoring and evaluation of customer experience: Ability to collect and analyze customer feedback and develop metrics to measure customer satisfaction, loyalty, and engagement across various touch points.
- Root cause analysis: Ability to investigate the underlying causes of problems, customer complaints and compliance issues and develop solution that address these issues.
Leadership Competencies
Behavioral Competencies
- Collaboration: Encompasses a range of behaviors, including effective communication, teamwork, dependability, and engagement
- Team Work: Collaborating and communicating in a way that allows team members to share their strengths and expertise and to support each other in achieving their goals.
- Engagement: Active dedication and involvement from individuals or teams in collaborative endeavors, projects, initiatives, the Bank’s platform, culture, CSR initiatives, training programs, and, most importantly, the organization’s mission, vision, and values.
- Communication: Clear and successful exchange of information and ideas between individuals, ensuring a shared understanding.
- Adaptability: Ability to adapt to change without disrupting operations and the ability to adjust to new situations and circumstances.
- Continuous Improvement: Commitment to always finding ways to do things better.
- Agility: Ability to move quickly and easily.
- Responsiveness: Ability to adapt to change and meet new demands quickly.
- Customer Centricity: Understand customers’ needs and meet or seek to exceed their expectations by building long term relationships, adopting data-driven decision making, and engaging in continuously improving processes and methods.
- Relationship: Demonstrate readiness to collaborate, and build sustainable relationship with stakeholders.
- Empathy: Understand and share the feelings, perspectives and experiences of customers.
- Data driven; Consistently utilizing data to drive work and make informed decisions.
- Respect: is the glue that holds teams, organizations, customers together.
- Professionalism: Conducting oneself with competence, integrity, and respect in a work setting.
- Inclusivity: Embracing diversity, respecting unique identities, and fostering belonging.
- Genuineness: Being authentic, sincere, and transparent in interactions, respecting the truth and authenticity.
Place Of Work
For Any Enquiry or Support Request
For Any Enquiry or Support Request
- 011-5-18-03-54
- 011-5-18-03-55
- 011-5-18-09-18