Human Resources

Position: Customer Experience & Quality Specialist
Reports to: Head of Customer Experience & Quality Management Department
Location: Tirana
Application Deadline: October 30th, 2026

Job Description:

Supports the implementation of the Bank’s customer experience strategy by managing customer insights, monitoring service quality and translating customer feedback into improvement actions.

Main Responsibilities:

1. Voice of the Customer and Surveys

• Incollaboration with the head of Department manages the Voice of the Customer framework, ensuring effective response tracking for all customer segments across all touch-points (branches, call center, and digital channels) and compliance with service standards.
• Consolidates feedback from surveys, complaints, requests, front office staff, and digital channels to: monitor service quality, identify trends, and support improvement initiatives. 

2. Customer Journey - Experience

• Monitors customer journeys across branch, call/contact center, and digital channels, to identify needs, pain points, and recurring issues.
• Supports customer on boarding, engagement, retention, and cross/up-selling through targeted initiatives and internal adoption programs. 

3. Reporting

• Coordinating with the head of Department prepares reports, dashboards, and presentations on customer segments KPIs, highlighting key trends, and improvement opportunities.

4. Customer Communication and Digital Experience

• Supports the implementation of customer communication programs tailored to customer segments.
• Maintains standard templates for customer responses, and formal communications. 

Formal criteria:

• University degree in Business, Economics, Marketing, Finance, or related field.
• Good command of English.
• Microsoft Office programs: Word, Excel, Power point, Visio.
• Experience in banking, branch banking;
• Experience with CX, processes optimization is an advantage.
• Data-driven and results-oriented.
• Proactive at identifying risks, opportunities and trends.
• Collaborative mindset with ability to work cross-functionally.
• High degree of integrity and confidentiality in handling sensitive cases.

How to apply:

Motivated candidates looking for a dynamic job and a professional team are welcome to apply by following these steps:

1- Send your CV to: [email protected]

2- In the e-mail, clearly specify the name of the position for which you are applying.

Please, keep in mind that only selected candidates will be contacted further by our Human Resources staff.