Customer Experience Coordinator

About the role

The Customer Experience Coordinator will ensure that all customer feedback, complaints and survey data are captured, monitored and acted upon across MUA’s Business Development – Retail division. Working closely with the CX team and internal stakeholders, the coordinator turns insights into concrete improvement actions.

Key responsibilities

• Capture, maintain and monitor customer feedback, complaints and CX data in designated systems.
• Administer complaint cases, track status and follow up on overdue matters.
• Liaise with internal departments to ensure corrective actions are implemented within required timelines.
• Maintain action trackers and monitor progress of improvement initiatives.
• Coordinate customer surveys, feedback activities and related communications.
• Prepare CX data, statistics and operational reports for analysis.
• Support CX team with meetings, workshops, agendas, minutes and action follow‑ups.
• Maintain accurate CX documentation, registers, SOPs and audit‑ready records.
• Assist with data quality, governance and compliance requirements within the CX function.

Required profile

• Minimum 3 years of experience in customer service, customer relations, banking, auditing or a similar customer‑focused environment.
• Degree in Business Administration or related field is an advantage.
• Strong communication and interpersonal skills in English and French.
• Excellent organisational and coordination abilities with attention to detail.
• Proactive, solution‑oriented and comfortable working with diverse stakeholders.

Required skills

• Microsoft Excel (pivot tables, VLOOKUP/XLOOKUP, data cleaning and validation).
• Power BI or similar dashboarding tools.
• Familiarity with AI tools and technologies.