Customer Insights Officer

About the role

The Customer Insights Officer will monitor and enhance service quality across bank branches and channels. By gathering customer feedback and analysing service gaps, the role supports a customer‑centric culture and drives continuous improvement.

Key responsibilities

• Visit branches regularly to assess service quality and customer satisfaction.
• Prepare monthly reports highlighting service gaps and pain points across all banking channels.
• Raise branch staff awareness of basic service standards and proper customer handling.
• Collect and relay negative feedback from customer interviews to relevant parties such as premises management, administration, and branch quality managers.
• Conduct mystery‑shopping exercises for branches, call centres and direct‑sales units on a frequent basis.
• Propose and initiate new service‑enhancement ideas.
• Review bank procedures to ensure a customer‑centric approach is applied.
• Monitor service‑quality controls against predefined standards aimed at customer satisfaction.
• Perform any other tasks assigned by management.

Required profile

• University or college degree in Finance, Economics or a related discipline.
• At least 2 years of experience in operations or customer service within a banking environment.
• Strong communication and interpersonal abilities, with excellent command of English.
• Analytical and judgment skills, teamwork orientation.

Required skills

• Proficiency with standard computer applications.