Service Experience Executive (SE)

Service Experience Executive (SE) – DFCC Bank

Job Overview

DFCC Bank PLC is seeking an experienced and customer-focused professional for the position of Service Experience Executive (SE). The role focuses on managing customer requests, complaints and escalations while driving service improvements through data analysis, customer insights and cross-functional collaboration.

• Job Title: Service Experience Executive (SE)
• Company: DFCC Bank PLC
• Job Location: Colombo 03, Colombo District, Sri Lanka
• Employment Type: Full-Time
• Job Category: Banking & Finance, Customer Experience, Management

Position Details

The Service Experience Executive will be responsible for ensuring a consistently positive customer experience across various touchpoints. The role involves complaint management, service performance analysis, root-cause identification, corrective action planning and providing actionable insights to senior leadership.

Company Overview

DFCC Bank PLC is a licensed commercial bank in Sri Lanka supervised by the Central Bank of Sri Lanka. The bank focuses on delivering banking and financial services while maintaining a customer-centric approach.

Qualifications & Experience

• A degree in a relevant discipline from a recognized university.
• A suitable professional qualification.
• 5–8 years of experience in:
  • Customer experience
  • Customer care
  • Service excellence
  • Customer intelligence
  • Customer loyalty
  • Related customer management functions
• Experience in the banking or financial services sector is preferred.
• Proven track record of driving customer-centric decision-making, service improvements and change initiatives at organizational level.
• Strong experience in:
  • Root-cause analysis
  • Complaint trend analysis
  • Data analytics
  • Process improvement
  • Performance management

Key Responsibilities

• Manage customer requests, inquiries, escalations and complaints end-to-end while ensuring adherence to service standards, SLAs and regulatory turnaround requirements.
• Maintain a consistently positive customer experience through professional, accurate and effective communication across customer touchpoints.
• Ensure compliance with regulatory requirements, internal policies and complaint-handling guidelines.
• Ensure timely escalation of high-risk or reputationally sensitive cases.
• Conduct in-depth analysis of customer complaints and service failures to identify recurring patterns, systemic issues and root causes across products, channels and business units.
• Prepare periodic complaint trend reports and management dashboards.
• Translate complaint data into actionable insights for senior leadership.
• Design and drive corrective action plans with relevant business units.
• Track the effectiveness of corrective actions and complaint-reduction targets.
• Escalate unresolved systemic risks to senior management.
• Review customer feedback, survey results and Voice of Customer (VOC) insights.
• Identify opportunities for service improvements before complaint escalation.
• Collaborate with stakeholders across Cards, Compliance, Operations, Digital, Product and Branch Teams.
• Track, analyse and report key performance indicators, including turnaround times, complaint volumes, resolution rates and customer satisfaction metrics.

Required Skills

• Advanced proficiency in Excel and PowerPoint.
• Proficiency in reporting tools.
• Knowledge of statistical and data-analysis techniques.
• Strong root-cause analysis skills.
• Strong problem-solving and analytical abilities.
• Excellent communication skills.
• Strong stakeholder-management skills.
• Leadership and collaboration skills.
• Ability to influence and collaborate across multiple business functions.
• Ability to work with senior management.
• Strong customer-centric mindset.
• Ability to manage complaints, escalations and multiple priorities effectively.

Salary & Benefits

The advertisement does not specify a salary or detailed benefits package for this position.

How to Apply

Interested candidates should send an updated CV or DFCC Bank application form with the position applied for clearly indicated in the subject line.

Email: recruit@dfccbank.com

Chief Human Resources Officer
DFCC Bank PLC
73/5, Galle Road,
Colombo 03.

Application Period: Within 7 days of the advertisement.

Important Notes

• Recruitment is based solely on merit and competency.
• DFCC Bank is an equal opportunity employer committed to an inclusive and diverse environment.
• Canvassing is discouraged.
• Correspondence will only be with shortlisted candidates.
• Applicants should clearly mention Service Experience Executive (SE) as the position applied for.
• Candidates should possess the required 5–8 years of relevant experience and demonstrate strong customer-experience, analytical and service-improvement capabilities.