Customer Experience Liaison Manager at United Bank for Africa Plc (UBA)

United Bank for Africa Plc (UBA) is one of Africa's leading financial institutions, with operations in 19 African countries and 3 global financial centres: London, Paris and New York. From a single country organisation founded in 1949 in Nigeria UBA has grown to become a pan-African provider of financial services with over 11 million customers, through close to 1000 business offices and touch points globally.

We are recruiting to fill the position below:

Job Title: Customer Experience Liaison Manager

Location: Nigeria

Job Objective(s)

• Drive the various CX improvement initiatives and ensure compliance with Customer Experience standards as defined by Group Office
• Identify Customer Experience innovations for ROA and ensure implementation
• Monitor and track process efficiency and provide customer experience reports on country performance across defined metrics
• Manage the customer feedback management process and ensure implementation of recommendations
• Enforcing Enterprise SLA’s and sanctions management and advocate for “Customer 1st” in every consideration of business and service delivery
• Champion opportunities to consistently Improve the UBA customer experience and Test new strategies for driving customer value optimization
• Identify Customer Experience failures across people, process and technology and drive service initiatives to implement process improvement
• Champion the development of Customer Journey mapping and implementation across all touchpoints
• Continuously improve experience across all customer touch points and ensure business policy is updated to accommodate changes
• Communicate key CX metrics and identify opportunities to improve the customer experience along various service touch points

Minimum Education Qualifications

• Bachelor's Degree in any field

Previous Work Experience Requirements:

• Minimum of five (5) years’ work experience
• Insight orientated understanding of complex data trends and using these to inform CX improvement & innovation.

Skills required:

• Communication skillsboth verbal and written with technical and non-technical audiences alike
• Outstanding customer and people relationship skills
• Leadership skills
• Result and action-oriented
• TAction driven focused on making all Customer Team initiatives practical for the front-line and driving these to successful conclusions
• Innovative thinking

Knowledge:

• Change management experience gained within a large / complex operational business environment
• Product Knowledge and Experience
• Deep understanding of Customer Experience and the emerging trends, strategies and capabilities across all channels
• Ability to optimize or redesign process flows to meet project requirements

Application Closing Date
Not Specified.