Executive Development Programme in Retail Banking Customer Experience

Name: Executive Development Programme in Retail Banking Customer Experience
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The Executive Development Programme in Retail Banking Customer Experience is a certificate course designed to empower professionals with essential skills in customer experience management. This programme emphasizes the importance of understanding and catering to customer needs in the retail banking sector, a critical factor in today's competitive market.

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AboutThisCourse

With the increasing demand for customer-centric approaches in the banking industry, this course provides learners with industry-relevant knowledge and skills. It equips them to deliver exceptional customer experiences, drive customer loyalty, and contribute to business growth. By completing this programme, learners will be able to demonstrate their expertise in retail banking customer experience. They will gain a competitive edge in their careers, with the ability to lead customer experience initiatives and drive innovation in their organisations. In summary, this Executive Development Programme in Retail Banking Customer Experience is a valuable investment in your career, providing you with the tools and knowledge to excel in the rapidly evolving banking industry.

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CourseDetails

• Customer-Centric Culture: Building a customer-centric culture within retail banking, understanding customer needs and expectations, and the role of employees in delivering exceptional customer experiences.
• Customer Journey Mapping: Mapping the customer journey to identify touchpoints, pain points, and opportunities for improvement in the retail banking customer experience.
• Data-Driven Decision Making: Using data analytics to understand customer behavior, preferences, and pain points, and to make data-driven decisions to improve the retail banking customer experience.
• Design Thinking: Applying design thinking principles to create innovative solutions that meet the needs and expectations of retail banking customers.
• Digital Transformation: Leveraging digital technologies to enhance the retail banking customer experience, including mobile banking, online banking, and AI-powered chatbots.
• Employee Engagement: Engaging employees in the retail banking customer experience, including training, coaching, and recognition programs that support a customer-centric culture.
• Measurement and Metrics: Measuring and monitoring the retail banking customer experience, including customer satisfaction (CSAT), net promoter score (NPS), and customer effort score (CES).
• Multi-Channel Experience: Delivering a seamless and consistent retail banking customer experience across multiple channels, including branches, ATMs, mobile, online, and call centers.
• Regulatory Compliance: Ensuring compliance with regulatory requirements related to retail banking customer experience, including data privacy and security regulations.

CareerPath

In the retail banking customer experience sector, there is a growing demand for professionals skilled in various areas. The above 3D pie chart showcases the most sought-after skills and their respective demand percentages, providing valuable insights for executives looking to develop their careers in this field. Some of the top skills in the retail banking customer experience industry include: 1. **Customer Journey Mapping**: Understanding and improving the overall customer experience by analyzing and optimizing each touchpoint. 2. **UX/UI Design**: Creating user-friendly interfaces and experiences tailored to meet customer needs and expectations. 3. **Data Analysis**: Gathering and interpreting data to make informed decisions and develop data-driven strategies. 4. **CRM Software**: Managing customer relationships with the help of specialized software solutions to increase customer satisfaction and loyalty. 5. **Project Management**: Overseeing various projects, ensuring timely and budget-friendly delivery, and effectively managing teams. 6. **AI & Machine Learning**: Leveraging advanced technologies to analyze data, automate tasks, and predict future trends. By focusing on these in-demand skills, executives can enhance their career prospects, improve their value in the job market, and help their organizations better serve customers in the competitive retail banking landscape.

EntryRequirements

BasicUnderstandingSubject
ProficiencyEnglish
ComputerInternetAccess
BasicComputerSkills
DedicationCompleteCourse

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FastTrack GBP £140

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ThreeFourHoursPerWeek
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StandardMode GBP £90

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TwoThreeHoursPerWeek
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EXECUTIVE DEVELOPMENT PROGRAMME IN RETAIL BANKING CUSTOMER EXPERIENCE

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London College of Foreign Trade (LCFT)

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05 May 2025

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