TN CyberTech Bank Limited has opened applications for a Customer Experience (CX) Officer, a strategic role designed to strengthen customer service delivery, improve satisfaction levels, and accelerate the bank’s digital transformation agenda.
By Advent Shoko
The vacancy comes at a time when financial institutions are increasingly competing on customer experience, with banks investing in contact centre systems, CRM tools, and digital service channels to meet rising client expectations.
According to the job notice, the bank is seeking a “dynamic and customer-focused” professional who can deliver consistent service across contact centre operations, outbound communication, digital platforms, and social media engagement channels.
The role places strong emphasis on responsiveness and efficiency, requiring the successful candidate to manage and resolve customer enquiries within defined service standards while maintaining high service quality across all touchpoints.
Beyond handling queries, the CX Officer will also monitor customer interactions, analyse feedback trends, and identify service gaps that can be addressed through process improvements and innovation.
The position further supports the bank’s digital transformation drive, with responsibilities including collaboration on innovation projects and service delivery enhancements aimed at improving customer journeys.
Internally, the role requires close coordination with various departments to manage escalations effectively and ensure smooth resolution of customer issues.
The bank also emphasises strict regulatory compliance, including adherence to Know Your Customer (KYC) and Anti-Money Laundering (AML) requirements, which remain critical in modern banking operations.
Applicants must hold a degree in Marketing, Media Studies, or a related field, while a Customer Experience certification such as CICM will be an added advantage. Candidates should also have 1–3 years of experience in customer service, contact centres, or banking environments.
Strong communication skills, analytical ability, and a customer-centric mindset are key requirements, alongside the ability to perform in a fast-paced, multi-channel environment.
Applications must be submitted via email, with shortlisted candidates only being contacted after the selection process.
Key Job Details
Position Overview
- Job Title: Customer Experience (CX) Officer
- Employer: TN CyberTech Bank Limited
- Role Focus: Customer service, digital engagement, and service improvement
Key Responsibilities
- Deliver customer service across contact centre, outbound calls, digital and social media channels
- Resolve customer enquiries within service standards
- Monitor and respond to customer interactions across platforms
- Analyse customer feedback and service trends
- Support digital transformation and process improvement initiatives
- Prepare customer service reports and performance metrics
- Work with internal teams to resolve escalations
- Ensure compliance with KYC and AML regulations
Minimum Requirements
- Degree in Marketing, Media Studies, or related field
- 1–3 years’ experience in customer service, banking, or contact centres
- Customer Experience certification (CICM) is an advantage
- Strong knowledge of CRM systems and digital customer channels
Key Competencies
- Strong communication and interpersonal skills
- Analytical and problem-solving ability
- Customer-focused mindset
- Ability to work in fast-paced, multi-channel environments
Application Details
- Email: appointments@tncybertechbank.co.zw
- Subject Line: Customer Experience (CX) Officer
- Deadline: 26 May 2026
Note: Only shortlisted candidates will be contacted
Who Is TN CyberTech Bank?
TN CyberTech Bank Limited is a Zimbabwean commercial bank that evolved from Trust Finance Limited, originally part of the Trust Holdings Group. In 2008, TN Financial Holdings Limited acquired a 75% stake and recapitalised the institution, later taking full ownership in 2009 and converting it into TN Bank Limited. The bank later expanded its digital footprint and partnered with Econet Wireless Zimbabwe, including involvement in early EcoCash development, before Econet eventually acquired full ownership and rebranded it as Steward Bank. In 2024, founder Tawanda Nyambirai repurchased a controlling stake, repositioning the institution as a tech-driven bank focused on integrated digital financial services under its current name.
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