Head – Customer Experience Job Vacancy at DTB Tanzania Plc

Full Time

Website DTB Tanzania Plc

Established in 1945, DTB Tanzania is a full-fledged commercial bank with a network of 28 branches and 28 ATM locations in major Tanzanian urban centre

Head – Customer Experience Job Vacancy at DTB Tanzania Plc

We are Hiring

Position: Head – Customer Experience

The desired candidate should posses experience to lead and manage customer experience initiatives to enhance customer satisfaction.

The candidate should have a Bachelor degree in Business Admin, Commerce, Banking and finance or a related field of study with at least S years of progressive work experience
in a customer assistance role within the bank or financial
services. Possessing a qualification in Quality Management is an added advantage.

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.

Implement a smooth and consistent customer experience across all touchpoints. Develop, track and review customer Journeysat 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).

Requirements

Bachelor’s degree in Business administration, Commerce, Banking and finance or related
field of study

At least 5 years of work experience

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

How to Apply :

Please send your application letter and CV to;
Email: recruitment2025@diamondtrust.co.tz
Deadline: 1 July  2025

“successful candidates will be contacted within 14 days after the deadline of submissions.

DTB is an equal-opportunity employer.

Join our WhatsApp / Telegram Groups.
Join our WhatsApp / Telegram Groups