Head, Customer Experience Comms & Engagement at First Bank of Nigeria Limited

First Bank of Nigeria Limited (FirstBank) is Nigeria's largest financial services institution by total assets and gross earnings. With more than 10 million customer accounts, FirstBank has over 750 branches providing a comprehensive range of retail and corporate financial services. The Bank has international presence through its subsidiaries, FBN Bank (UK) Limited in London and Paris, FBNBank DRC, FBNBank Ghana, FBNBank Gambia, FBNBank Guinea, FBNBank Sierra-Leone and FBNBank Senegal, as well as its Representative Offices in Johannesburg, Beijing and Abu Dhabi.

We are recruiting to fill the position below:

Job Title: Head, Customer Experience Comms & Engagement

Job Identification: 804
Location: Lagos
Job Schedule: Full time

Duties & Responsibilities

• Working closely with corporate and internal communications, stay responsible for managing and executing high-impact, bank-wide communications that engage and empower our employees and customers and communicate critical information to employees and customers.
• Develop a robust, comprehensive employee and customer communications plan in support of the bank’s CX strategy.
• Collaborate with other stakeholders to ensure the CX change management permeates through products, processes, SOPs, decision-making.
• Develop and execute a CX leadership communications strategy to ensure clear and consistent messaging across the bank.
• Maintain an ongoing, line of sight engagement strategy around the bank’s CX strategic goals and initiatives.
• Develop a platform and process for creating messages, scripts, and presentations for senior leadership.
• Distill complex information into engaging content for presentations and messages to a variety of audiences.
• Ensure CX communications are consistent and integrated with external and marketing communication initiatives.
• Work with stakeholders in multiple functions to align messaging for CX initiatives and programs.
• Grow customer engagement across channels, maximizing opportunities across customer touchpoints.
• Capture voice of the customer via the employee by enabling frontline employees to provide feedback, ideas and suggestions on the customer experience.
• Leads and manage team member CX engagement bank-wide events/projects such as CX day, CSW week, CX Webinars etc.
• Ensure the ultilisation of, and continuously evolving, best-in-class methodology to shorten the change curve (continuously learning touchpoints, cultural reinforcement, champion development, visibility/transparency).
• Co-develop the enterprise CX communication strategy and craft value proposition communication to the various customer segments - Social Media, Campaigns, Events, etc.
• Under the direction of the C-CXO, lead the execution and timing of the CX change management plan.
• Serve as lead facilitator and CX change management expert across processes, procedures/policies and products.
• Develop flexible and sustainable communications and engagements solutions as necessary (blogs, newsletters, CX videos, CX content portal, CX catalog, CX behavior reinforcement/recognition programmes, events, sponsorships etc.
• Engage with customers on any channel: responsive and branded email surveys, web intercepts, mobile in-app feedback, SMS and messaging channels, social feedback and reviews, IVR systems, call and chat transcripts etc.
• Develop and support the deployment of educational content and resources tailored for both senior leaders and mid-level managers to ensure CX maturity path evolution (e.g. how to use CX tools to drive needed change and achieve KPIs.
• Set CX measurable goals and lead performance CX change accountability.
• Identify CX investments and resources.

Requirements

• Minimum Education: First Degree in a related discipline, Higher Degree / Professional Certification, etc.
• Minimum Experience: 10 years relevant experience in the Banking or other relevant Industry.

Key Competency Requirements:
Knowledge:

• Strong social media presence
• Experience in proactively driving communications outcomes and providing insightful counsel
• Ability to develop and establish relationships with Executive leadership, and internal business partners across a global organization
• Experience in successfully articulating concepts and complex information in a concise manner through presentations, written communication, and various channels
• Experience in developing executive communications to both internal and external audiences
• Superior writing, editing and verbal communication skills
• Strong PowerPoint presentation skills, including ability to illustrate concepts visually

Skills / Competencies:

• Ability to communicate complex and detailed information simply and effectively
• Excellent presentation, oral, written and interpersonal communications skills to effectively interact and consult with senior management and shop floor staff
• Demonstrated ability to understand and apply communications and engagement best practices to drive employee participation in CX activities
• Experience with transformational organizational change efforts
• Experience leading teams and demonstrating direct and influential leadership skills with transformational organizational change efforts
• Highly effective communication and consulting skills
• Strong quality orientation and attention to detail
• Strong relationship and influencing skills.

Application Closing Date
31st August, 2023 (01:26 PM).