Customer Experience Coordinator

Job Summary

MUA created its Customer Experience function in 2024 with a clear ambition: to make the voice of the customer shape how the business actually works. Since then, the team has built CX measurement, governance and improvement practices from the ground up, and is now driving digital and AI-enabled initiatives across the business. As the function grows, we are looking for a Customer Experience Coordinator to join the team.

The Coordinator makes sure that customer feedback, complaints, surveys and service-related information are accurately captured, monitored and followed up, and that the improvement actions they trigger are delivered. Working closely with the CX team and stakeholders across the business, the successful candidate will be the engine that turns customer insight into completed action.

This is a coordination role at the centre of the organisation, with regular contact with customers and teams across MUA. It offers broad exposure to how the business operates end to end, hands-on involvement in CX data, governance and digital initiatives, and the opportunity to grow with a function whose scope and ambition are expanding. It suits someone who is organised, proactive, persistent in follow-up and confident dealing with customers and colleagues at all levels.

Main Responsibilities

• Capture, maintain and monitor customer feedback, complaints and customer experience data in the relevant systems.
• Manage complaint administration, track cases and follow up on outstanding or overdue matters.
• Liaise with internal departments to ensure customer concerns and corrective actions are addressed within the required timelines.
• Maintain action trackers and follow up on improvement initiatives and outstanding actions.
• Coordinate customer surveys, feedback activities and related communications.
• Prepare customer experience data, statistics and operational information for reporting and analysis.
• Support the CX team with meetings, workshops, audits, agendas, minutes and action follow-ups.
• Maintain accurate CX documentation, registers, SOPs and audit-ready records.
• Support data quality, governance and compliance requirements within the CX function.
• Act as a key coordination point between the Customer Experience team and internal business units.
• Contribute to continuous improvement initiatives aimed at enhancing customer satisfaction and service delivery.
• Handle customer interactions professionally, including situations involving difficult or dissatisfied customers.

Job Requirements

• Minimum 3 years of experience in customer service, customer relations, banking, auditing or a similar customer-focused environment.
• A Degree in Business Administration or a related field would be an advantage.
• Strong customer service and relationship management skills, with the ability to handle challenging customer situations with professionalism and diplomacy.
• Excellent communication and interpersonal skills, with fluency in both written and spoken English and French.
• Strong organisational and coordination skills, with the ability to manage multiple priorities and follow up effectively.
• Comfortable working in a fast-paced and dynamic environment.
• Good attention to detail and a strong focus on accuracy and data quality.
• Familiarity with AI tools and technologies and their application in the workplace would be an advantage.
• Proactive, solution-oriented and comfortable working with different stakeholders across the organisation.
• Good working knowledge of Microsoft Excel, including pivot tables, lookups (VLOOKUP/XLOOKUP), and cleaning and validating data for reporting. Experience with Power BI or similar dashboard tools would be an advantage.