CX Engagement & Communications Manager 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 Engagement & Communications Manager

Job Identification: 1616 
Location: Lagos
Job Type: Full Time

Duties & Responsibilities

• Working closely with Head CX engagement and strategy to curate 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. 
• Jointly 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 manages team member on CX engagement bank-wide events/projects such as CX day, CSW week, CX Webinars etc. 
• Ensure the utilization of, and continuously evolving, best-in-class methodology to shorten the change curve (continuously learning touchpoints, cultural reinforcement, champion development, visibility/transparency).
• Co-develop and support the deployment of educational content and resources tailored for all cadre of staff to ensure CX maturity path evolution.

Requirements
Education:

• Minimum Education: First Degree in related discipline, Higher Degrees/Professional Certification.

Experience:

• Minimum experience – 5-years relevant experience in the Banking or other relevant Industry
• Experience in Customer Experience and Customer Engagement 

Application Closing Date
16th January, 2026; 08:05 AM..