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16 Mar 2018

Full-time First Bank of Nigeria Limited: Head, Customer Experience Recruitment

Nigeria Job bucket Staff Lagos, Lagos, Nigeria

Job Description

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 Dhab
The Job : Head, Customer Experience

Job Status: Full Time Job,Graduate/Exp

Remuneration: Attractive,

Location: Nigeria

Job Profile

Requisition ID: 1800000E
Location: Lagos
Schedule: Regular
Job Code: STR/CEVM/0259
Shift: Standard
Job Type: Full-time

Job Description

  • The ideal candidate will drive its customer experience function by formulating the Bank’s Customer experience strategy and managing the interactions between the customer and the Bank throughout the customer lifecycle as well as optimizing interactions from the customer’s viewpoint to facilitate loyalty.
  • This role will be a core part of the Customer Experience and Value Management team, charged with the responsibility of developing and delivering the Bank’s customer retention strategy.

Specific responsibilities amongst others include:

  • Developing and managing relationships with key internal and external stakeholders including Retail Banking, Wholesale Banking, Digital Banking, Treasury, Branches, Regulators, IT vendors and operations to achieve customer experience objectives or correct customer experience failures
  • Designing and executing strategies aimed at re-engineering customer facing processes, with focus on time, quality of interactions and cost
  • Developing technological/ digital interfaces for enhancement of the customer experience in alliance with the digital/ IT verticals
  • Developing analytics and framework for governance and business reviews, making proposals for enhancing customer experience
  • Driving challenging quantitative and qualitative analyses of customer feedback, journeys and pain points using leading research practices and analytics procedures

Qualifications

  • Minimum of ten (10) years’ work experience with 3-5 years of leading customer experience management teams across FMCGs, Telecoms, Banking, Insurance, Fintech and other related sectors
  • A Bachelor’s degree and an MBA in any advanced degree
  • Exceptional experience in managing/leading the customer experience vertically, demonstrating ability to create a longer term strategic shift in client engagement and customer loyalty
  • Demonstrated success in developing innovative solutions and resolving bottle-necks within eco-systems
  • Prior experience setting up processes for monitoring and assessing experience on various customer interfaces, including digital channels
  • Tested entrepreneurial skills with the ability to conceptualize and re-engineer processes within large organizations

How To Apply

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Job Categories: Banking Jobs In Nigeria. Job Types: Full-time. Job Tags: banking and finance jobs, Banking jobs, banks currently recruiting, central bank of nigeria job vacancy, First Bank of Nigeria Limited jobs, and Head Customer Experience jobs. Salaries: N200,000-N300,000.

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