Customer Experience CRM Analyst 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: Customer Experience CRM Analyst

Job Identification: 1713
Location: Samuel Asabia House, Lagos

Job Description
Project and Stakeholders Management:

• Conduct sanity checks on all deployed CRM modules and features to ensure stability and performance.
• Coordinate User Acceptance Testing (UAT) and facilitate the development of Business Requirement Documents (BRDs) with all relevant stakeholders.
• Engage stakeholders to gather feedback and align CRM functionalities with evolving business needs.
• Track project milestones and ensure timely delivery of CRM enhancements and deployments.

Application Support:

• Act as the liaison between end users, vendors, service providers, and the IT team to ensure seamless communication and issue resolution.
• Identify and design CRM-related report requirements, including list views, dashboards, and analytics.
• Configure workflow rules, business processes, and automation based on user requirements.
• Collaborate with internal and external teams to ensure the CRM environment is properly configured, maintained, and optimized.
• Provide technical support and troubleshoot software issues, working closely with both end users and technical teams.
• Monitor system performance and recommend improvements to enhance efficiency and user experience.

Help Desk Support:

• Respond promptly to user and system issues, providing effective troubleshooting and resolution.
• Analyze recurring issues and communicate findings to assess needs and propose long-term solutions.
• Work closely with business leaders to translate requirements into configuration and customization solutions that meet delivery and project goals.
• Maintain monthly usage statistics and monitor CRM adoption to identify gaps and recommend business solutions.
• Train new users on CRM functionalities and best practices.
• Provide ongoing training to existing users on new features, modules, and updates.
• Develop and maintain comprehensive training materials, user guides, and documentation.
• Promote user adoption through workshops, demos, and support sessions.

Training and Documentation:
Continuous Improvement and Innovation:

• Identify improvement opportunities and assist in implementing enhancements that maximize the value of the CRM solution.
• Stay updated on Microsoft Dynamics 365 updates and industry trends to recommend innovative features and tools.
• Evaluate feedback and usage data to refine CRM strategies and ensure alignment with organizational goals.

Job Requirements
Education:

• Computer science, IT or other relevant numerate discipline.

Experience:

• Experience in the user Microsoft Dynamics 365 and its implementation across various business functions such as services, sales etc.
• Proficient in Microsoft CRM tools and the Microsoft Power Platforms i.e Power BI, Power Apps, and Power Automate.
• demonstrate excellent presentation skills, Stakeholder Management, and Exceptional written and verbal communication skills.

Application Closing Date
10th April, 2026; 04:46 PM.