CX Design Analyst - Internal UX & Process Optimization at First Bank of Nigeria Limited (FirstBank)

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: CX Design Analyst - Internal UX & Process Optimization

Job Identification: 1788
Location: Lagos

Job Requirements
Education:

• Bachelor’s Degree in Business, Design, or related fields
• Professional certifications (e.g., Lean Six Sigma, Agile, UX Design)
• AI Certification.

Experience:

• 3+ years of progressive experience in strategy, customer experience, user experience design, journey optimization, product/service design or related roles preferably in financial services or large enterprise environments. 
• Proven track record of leading cross-functional initiatives and delivering measurable improvements 
• 2 years’ experience in conducting user journey reviews, service design, and pre-/post-deployment evaluations.

Requirements:

• Strong ability to communicate complex and detailed information in a clear, engaging, and accessible manner across technical and non-technical audiences. 
• Skilled in storytelling and presentation, with the ability to socialize complex concepts through compelling narratives and visualizations. 
• Proven ability to build and maintain strong relationships with cross-functional teams and stakeholders.
• Deep user-centric orientation with a passion for continuous improvement and delivering meaningful internal experiences. 
• High level of integrity, professionalism, and interpersonal effectiveness.
• Experienced in conducting internal user journey reviews and usability testing to uncover pain points and improvement areas. 
• Proficient in Lean, Six Sigma, and Agile methodologies to support structured user journey optimization. 
• Strong understanding of internal platforms, collaboration tools, and the evolving digital and regulatory landscape. 
• Skilled in evaluating qualitative data to inform decision-making and support journey measurement. 
• Knowledgeable in user journey review methodologies and capable of developing visual tools such as journey maps and service blueprints. 
• Proficient in tools like MS Office Suite, Figma, and related design tools.

Application Closing Date
31st July, 2026.

How to Apply
Interested and qualified candidates should:
Click here to apply online