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.
https://www.hotnigerianjobs.com/hotjobs/346198/customer-experience-liaison-manager-at-united-bank.html