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: Head, Experience Design & Innovation
Location: Nigeria
Job Objective(s)
- Develop and deploy systematic actioning on customer experience insights by cross-functional representatives, to prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value.
- Provide oversight into the various CX improvement initiatives and provide guidance and prioritization through the platform of the governance structure
- Provide oversight to ensure cross-functional teams work together and share responsibilities for improvement
- Monitor progress of the initiatives towards meeting business objectives and desired outcomes based on agreed preventive and corrective actions to be taken
- Provision of regular updates on process change
- Guide team in effective client issues resolution and handle any escalations
- Development and delivery of a comprehensive CX Improvement Programme, which could include customer service, infrastructure and process change.
Minimum Education Qualifications
- Bachelor's Degree in any discipline
Previous Work Experience Requirements:
- Minimum of seven (7) years’ work experience
- Insight orientated understanding of complex data trends and using these to inform CX improvement & innovation.
Skills Required:
- Talent to communicate both verbal and written with technical and non-technical audiences alike
- Outstanding customer and people relationship skills
- Good use of Microsoft Office Suite especially Excel and PowerPoint
- Result and action-oriented
- Action driven focused on making all Customer Team initiatives practical for the front-line and driving these to successful conclusions
- Innovative thinking.
Application Closing Date
Not Specified.
https://www.hotnigerianjobs.com/hotjobs/346210/head-experience-design-innovation-at-united-bank-f.html