Description
JOB TITLE: HEAD CUSTOMER EXPERIENCE & RETENTION
REPORTS TO: EXECUTIVE DIRECTOR OPERATIONS
JOB PURPOSE
1. The Head of Customer Experience & Retention is accountable for the
design, delivery and assurance of a distinguished, seamless and
consistent customer experience across the Bank and its digital channels
& Wendi ecosystems.
2. The role owns the Bank’s service standards, complaints management
and service recovery frameworks and the customer loyalty and retention
agenda. It is responsible for ensuring that the Bank discharges its
consumer protection obligations and for converting customer insight
into measurable improvement in satisfaction, retention loyalty and
lifetime value.
KEY RESPONSIBILITIES /KEY DELIVERABLES
Customer Experience
§ Develop and implement the Bank’s Customer Experience strategy,
standards, champion a customer centric culture across all customer
touchpoints and the Bank.
§ Lead the design and continuous improvement of key customer journeys,
eliminate customer pain points, service gaps and process friction across
branches, Contact Centre, digital channels and Wendi.
§ Overseeing the Bank’s complaints management, service recovery
frameworks to address recurring customer issues and address service
root cause failures.
§ Drive a seamless customer experience across the Bank’s digital and
Wendi ecosystem by partnering with Product, Digital, Technology
Marketing and Governance teams to improve digital adoption, usability,
engagement and retention.
Customer Retention & Loyalty
§ Lead the Bank’s customer retention agenda by developing and
implementing strategies to reduce customer churn, strengthen
customer relationships and increase customer lifetime value.
§ Drive targeted retention interventions for high-value, at-risk and
declining customers through loyalty and engagement initiatives that
encourage customers to remain active and deepen their relationship
with the Bank.
Customer Insights & Analytics
• Establish strong customer analytics and insights capability through
customer feedback, behavioral data and analytics to identify
opportunities and inform business decisions.
• Track and report performance of the Bank’s customer channels key
measures including Net Promoters Score, Customer Satisfaction Scores,
retention, churn and customer engagement.
Governance & Performance
• Establish governance, reporting mechanisms and provide management
with insights and recommendations on customer experience and
retention performance.
• Ensure adherence to regulatory requirements, KYC standards, and Bank
policies.
Leadership & Team Management
§ Provide strategic leadership and direction to the Customer Experience &
Retention team. Drive clarity of purpose by translating the Bank’s
customer service agenda into clear team objectives, priorities, and
measurable outcomes.
BUSINESS BEHAVIOURS
§ Passion: Committed to excellence, delivering outstanding results and
making a positive impact on our customers and stakeholders.
§ Teamwork: Collaborates, mutual respect, and diverse perspectives, to
achieve shared success and deliver greater value to the Bank.
§ Integrity: Uphold honesty, transparency, and accountability, ensuring
ethical practices in every action.
§ Innovation: Embrace creativity and forward-thinking, continually seek
new solutions to enhance customer experience and drive business
growth.
QUALIFICATIONS, EXPERIENCE AND COMPETENCIES REQUIRED
§ A degree in Finance, Business Administration, Economics, marketing,
Statistics, Information Science or a relevant field is required.
§ Relevant professional certification in Customer Experience, Service
Management, Digital Transformation, Data Analytics or related discipline
is desirable.
§ Postgraduate qualification/MBA is an added advantage.
§ A minimum of Eight years’ (8) experience in a Banking or Financial
services environment with at least 5 years in a managerial role.
§ Demonstrated experience leading Customer Experience, Customer
Success, Service Excellence, Retention or related functions.
§ Experience within financial services, telecommunications, fintech or
customer-intensive industry is desirable.
§ Experience managing digital customer journeys and/or fintech products
is highly desirable.
THE FOLLOWING DOCUMENTS SHOULD ACCOMPANY THE APPLICATION
§ Cover letter, Detailed CV, and Copies of academic documents all as one
file.
MODE OF APPLICATION
§ Online applications addressed to Chief People & Strategy Officer, Pearl
Bank Uganda.
§ Send application to hr@pearlbank.com with job title as subject.
§ Closing Date: Tuesday 3rd November 2026 at 5:00pm.
§ Only shortlisted candidates will be contacted.
Pearl Bank Uganda Ltd is an equal opportunity employer.
To apply for this job email your details to hr@pearlbank.com.
