The programme is highly relevant for:
Senior and middle management in banks and financial services firms who have responsibility for business strategy, product and service development, product management, marketing, data management, business intelligence, customer service and distribution channels
Senior and middle management who have responsibility for information technology
Staff in banks and financial services firms who are involved in the delivery of products and services and in working with customers through omni-channels
This award is on the Pathway to the Professional Banker designation.
On successful completion of this programme, you will be able to;
Discuss the range of digital technologies associated with emerging customer preferences in financial services and the opportunities to deliver customer value and improve performance
Understand the role of digital systems in banking strategy and competitiveness, building on existing core strengths
Understand the key management issues relating to the delivery of a compelling customer experience and developing closer customer relations in the new digital age
Apply lessons learned from other industries to financial services organisationsCritically reflect upon your own professional role and contribution to your organisation, in the context of the application of digital technologies and system
Explain what is meant by customer experience management from a services perspective and demonstrate an understanding of the customer relationship cycle
Demonstrate an understanding of changing customer expectations and behaviours in the digital age
Understand the loyalty ladder, customer portfolio management and other key elements of building customer trust and loyalty
Discuss the ethical conduct underpinning interactions with customers in a digital environment
Consider what the future might hold in terms of further technological developments and in creating new value propositions for customers.
You may be awarded formal CPD hours when you successfully complete relevant modules within this qualification.
Combination of continuous assessment and written exams;
Exam duration for Banking in a Digital Age: 120 minutes
Exam duration for Customer Experience Management: 120 minutes
When you successfully complete this programme you will be awarded a Professional Certificate in Banking in a Digital Age from UCD.
This is a level 8 qualification on the National Framework of Qualifications.
Banking in a Digital Age: €595
Customer Experience Management: €495
Lorraine Duane - Programme Manager
Individuals seeking admission on to the Professional Certificate in Banking in a Digital Age will;
a) have 3 years’ experience (full time) in a relevant Banking role and completed the Professional Diploma in Financial Advice or equivalent 30ECTS Level 7 programme.
b) possess an honours degree (Min. 2.2, Level 8 NFQ).
c) Admission will also be considered from experienced professionals who do not meet the minimum admission requirements as set out above, who can demonstrate learning based on work and training experience e.g. individuals in a relevant banking role with responsibility for decision-making.
You must be a current member of IOB, or become a member, to undertake this programme.
(NFQ Level 8, 10 ECTS)
On completion of this module, students will be expected to be able to: Classify the range of digital technologies associated with financial services and the constituencies for which these technologies deliver value and improve performance. Appreciate the role of digital technologies in key relationships of the banking sector with particular emphasis on customer intimacy, employees and governance. Understand the role of digital systems in banking competitiveness and strategy. Understand key management issues relating to the proliferation of digital systems and technologies in the global financial context. Be able to apply lessons learned from other industries to financial services organisations. Critically reflect upon their own professional role and contribution to financial organisations in the context of the application of digital technologies and systems.
(NFQ Level 8, 5 ECTS)
On completion of this module, students will be expected to be able to: Explain what is meant by CEM. Explain the key stages in the CRM process. Demonstrate an understanding of the customer relationship cycle and the implications for financial institutions. Demonstrate an understanding of what customers value in their relationship with their financial institution. Discuss the ethical conduct underpinning interactions with customers. Assess the implications of regulation on CEM practices.