Head of Customer Experience at Diamond Trust Bank Plc June 2025

Diamond Trust Bank (DTB) Tanzania

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Diamond Trust Bank (DTB) Jobs 2025

Head of Customer Experience

Head of Customer Experience at Diamond Trust Bank Plc June 2025

Job Opportunity at Diamond Trust
Position: Head of Customer Experience
Job Type: Full-time
Opportunity: Head of Customer Experience at Diamond Trust Bank
Position Overview
We are hiring!
Job Purpose:
Responsible for delivering high standards of service to customers by making the most effective and efficient use of call-center staff and technology resources. 

Duties

• Implement a smooth and consistent customer experience across all touchpoints.
• Develop, track, and review customer journeys at all stages.
• Interaction with customers across channels, platforms, and branches.
• Coordination with all stakeholders for sound customer journey during development of new products in the bank.
• Oversee the resolution of customer complaints and enquiries, and directly undertake resolution of escalations from the Service Excellence team.
• Oversee the activities relating to the Bank’s contact center, customer feedback channels, and general service standards across the Bank.
• Generating and sending accurate and timely management reports relating to the designated service excellence programmes and activities (complaints, feedback, and root cause).

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Requirements

• Bachelor’s degree in Business Administration, Commerce, Banking and Finance, or a related field of study.
• At least 5 years of work experience in a customer assistance role within the bank or financial services.
• Possessing a qualification in Quality Management is an added advantage. Job Type: Full-time Job

Personal Attributes

• Strong service ethic, and a structured approach to dealing with complex and variable work environments in an independent manner.
• Ability to balance opposing business requirements.
• Ability to balance long-term and short-term requirements independently.
• Strong evaluation, communication, and reporting skills.
• Able to provide advice and cause/effect evaluation to support business decision making.
• Independent and logical thinker, yet an achiever and implementer.
• Complies with and enforces standard policies and procedures.
• Leads by example.

Candidate Profile
The desired candidate should possess experience to lead and manage customer experience initiatives to enhance customer satisfaction. 

Application Process 
Please send your application letter and CV to:
Email: recruitment2025@diamondtrust.co.tz
Deadline: 01st July, 2025.
Successful candidates will be contacted within 14 days after the deadline of submission.
Go to our Homepage To Get Relevant Information. DTB is an equal opportunity employer and DOES NOT charge for applications.

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