Customer Experience CX Officer Service amp Digital Channels
First Alliance Bank Zambia | Lusaka
First Alliance Bank Zambia
Innovating the future of tech solutions in Zambia.
Job Description
Customer Experience (CX) Officer – Service & Digital Channels
First Alliance Bank is hiring for a Customer Experience (CX) Officer – Service & Digital Channels.
Interested candidates are requested to apply, if they meet the below requirements.
Job Purpose:
The CX Officer will support the establishment and coordination of First Alliance Bank’s Customer Experience function. The role is responsible for monitoring customer service performance, coordinating complaint handling, supporting frontline teams, and ensuring the availability and smooth functioning of customer-facing digital channels. The role directly supports the Customer Experience Pillar of the 2025–2029 Strategic Plan.
Key Requirements:
- Customer Experience Coordination
- Coordinate CX activities across branches and operations.
- Support implementation of CX frameworks, service standards, and journey improvements.
- Consolidate customer feedback and service issues into structured reports.
- Complaints & Service Monitoring
- Maintain a centralized complaints and queries register.
- Ensure complaints are tracked and followed up within agreed timelines.
- Identify root causes and recommend corrective actions.
- Monitor availability of Internet Banking, card services, and other digital channels.
- Coordinate escalation of digital issues with IT and Digital Banking teams.
- Track digital-related complaints and service interruptions.
- Support rollout of CX and product knowledge training packs.
- Assist branches in identifying service and knowledge gaps.
- Support internal CX awareness and culture initiatives.
- Prepare weekly and monthly CX performance reports.
- Highlight trends, risks, and improvement opportunities.
- Support CX planning and implementation milestones.
Preferred Qualification:
- Diploma or Degree in Business Administration, Marketing, Customer Experience, Information Systems, or related field. 2–4 years’ experience in customer service, operations, or digital banking support.
- Customer-centric mindset
- Strong coordination and communication skills
- Basic understanding of digital banking systems
- Analytical and reporting capability
- Attention to detail and problem-solving skills
Closing date for applications is 9th January 2026.
For all interested candidates, please email an updated CV and relevant qualifications to [email protected]
Don't miss out on this opportunity!