Customer Experience Manager

Full Time 3 weeks ago

Employment Information

Industry Customer Help

Job Level Experienced Professional

Open Positions 1

Experience 5 Year

Job Type Full Time

Location 1 Colville Street, Communications House, Kampala, Kampala District, Central, Uganda

Start date 18 Aug, 2025

Apply Before 25 Aug, 2025

About Old Mutual Uganda

Old Mutual, a leading financial services company in Africa, is committed to delivering innovative insurance, investment, banking, and lending solutions. Our mission is to "Champion Mutually Positive Futures Every Day" by putting customers at the heart of everything we do.

Job Purpose

The Customer Experience Manager will ensure exceptional customer service, promote loyalty, and enhance business operations to increase customer satisfaction. This role involves strategic leadership, relationship management, and process improvement to align with Old Mutual’s commitment to superior customer service.

Main Duties

Category	Responsibilities
Customer Service Strategy	Develop and implement a customer service strategy aligned with Old Mutual’s brand and goals. Analyze service delivery channels (online, phone, in-person) for improvement. Ensure adherence to the Customer Service Charter and company SLAs.
Customer Feedback & Resolution	Manage the "Voice of the Customer" program to address issues promptly. Handle escalated customer concerns for quick resolution. Maintain records of customer interactions and identify trends for continuous improvement.
Stakeholder & Relationship Management	Build strong relationships with brokers, agents, clients, and internal teams. Conduct regular visits to clients and intermediaries. Collaborate with Marketing, Sales, Finance, and Operations for seamless service delivery.
Team Leadership	Lead, mentor, and train the customer service team to enhance performance. Conduct service audits and performance assessments to identify training needs. Launch customer experience training programs to elevate service standards.
Data Analytics & Reporting	Develop and analyze customer satisfaction surveys to gauge performance. Produce weekly/monthly reports on customer experience metrics. Use data-driven insights to recommend process improvements.
Compliance & Risk Management	Ensure compliance with AML, KYC, and other regulations. Monitor and report fraud or compliance risks to the Risk & Compliance Office. Support internal and external audit processes.

Experience and Qualifications

Requirement	Details
Education	Bachelor’s degree in Marketing, Mass Communication, Business, or related field. Diploma in Marketing (preferred).
Experience	5+ years in customer service, operations, or relationship management (preferably in financial services). Proficiency in data analysis, reporting, and business intelligence tools. Extensive experience in stakeholder engagement and team leadership.
Skills	Customer-centric mindset with a passion for exceptional service. Strong leadership and coaching abilities. Analytical thinking and problem-solving skills. Excellent communication and negotiation skills. Knowledge of AML, KYC, and compliance standards.

Why Join Old Mutual Uganda?

Benefit	Details
Impactful Role	Make a meaningful difference in customers’ lives at a leading financial services company.
Career Growth	Opportunities for professional development and leadership advancement.
Inclusive Culture	Work in a diverse and welcoming environment.
Competitive Benefits	Attractive salary, health insurance, and performance-based bonuses.