Deloitte Nigeria – Our client in the Banking industry is recruiting suitably qualified candidates to fill the position below:
Job Title: Head, Customer Experience Design
Location: Nigeria
Job Type: Full time
Job Description
- We are looking for a candidate, who will be responsible for creating, managing and executing the customer experience strategy of the organization.
- S/he will supervise and oversee the strategy, planning and execution of the organization’s overall customer experience goals including customer journey articulations across business areas.
Job Responsibilities
- Develop and deploy the company’s customer experience strategy.
- Establish and roll-out the company’s customer experience maturity roadmap for holistic management and incremental sophistication as internal capabilities increase and external expectations evolve.
- Develop an efficient portfolio of customer experience insights and analytics that provide an integrated view of each customer experience for each segment of the Bank.
- Develop an effective portfolio of internal communications that educate employees about customer experience realities, expectations, goals, improvement and innovation techniques and engagement opportunities, emphasizing specific ways different roles can make a difference in customer lifetime value.
- Develop customer experience performance dashboards that connect lagging indicators of market performance and leading indicators of team performance related to key drivers of customer lifetime value.
- Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience.
- Develop recognition for formal and informal collaboration that resolves issues, prevents issues, and creates value for internal and external customers.
Requirements
- Minimum educational level – Bachelor’s Degree in Social Science or Humanities or HND with a Master’s Degree
- Minimum requisite experience – at least 10 years work experience in related field including at least 5 years at management level.
- Understanding of banking products and services.
- Ability to understand business objectives and align customer experience accordingly.
- Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centered design and performance management.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Chief Digital Officer
Location: Nigeria
Job Type: Full time
Description
- We are looking to hire a Chief Digital Officer who will be responsible for driving the business, leveraging on online technologies and data.
Job Responsibilities
- Provide direction and leadership on a day-to-day basis.
- Employ data to create new business development plans and effectively mine territory to develop new customer bases.
- Develop a clearly-defined and compelling digital strategy for the company’s future and ensure implementation of the company’s digital roadmap.
- Own the digital strategy – conceptualize, design, build, deploy and manage digital financial products / services to meet the current / future digital needs of the bank.
- Lead the planning, implementation, delivery and continuous improvement of digital solutions for the bank
- Direct the development and revisions to policies and procedures for the general operation of the bank’s digital strategy and its related activities.
- Conduct in-depth customer research and engagement to identify and prioritise digital opportunities for the bank.
- Customize customer journeys based on a strong understanding of their needs and behavioural patterns.
- Act as the single point of contact for all digital product requests, business intelligence reporting and analytical tools requirements to the bank.
- Work closely with digital product team to introduce new solutions, enhance existing solutions/services and retire obsolete solutions in alignment with digital product plan and roadmap.
Requirements
- Minimum educational level – Bachelor’s Degree or HND in Computer Science, Marketing, Technology start-up services, FINTECH, payments, mobile, software, hardware assets with a track record of progressively taking on senior roles, or related fields with a Master’s Degree.
Previous Work Experience:
- Minimum requisite experience: 14 – 18 years bank working experience.
- Experience in managing a broad portfolio of products/solutions (preferably digital) through the entire lifecycle; demonstrated leadership in new product development and deployment.
- Demonstrated track record of planning, managing and delivering on complex cross functional projects from conceptualization to launch.
- Proven record of implementing strategic initiatives, policies and operational decisions.
- Strategic thinking and thought leadership.
- Understanding of, and experience working with, payment technologies related to ecommerce, Tokenization, Mobile, IOT etc.
- Ability to work within a complex and often ambiguous environment, and to influence senior management and other relevant parties.
- Executive presence; strong written and oral communication-including large-group presentations.
- People and stakeholder management experience.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Head, Brand and Communications
Location: Nigeria
Job Type: Full time
Description
- We are looking to hire for the position of Head Brand & Communications, who will ensure brand visibility & retention and profitable growth of the business by supporting distribution strategies.
- He/She will aid consumer experience through the development and execution of communication plans and strategies across channels.
Job Responsibilities
- Set style guides, brand guidelines, brand vision and value proposition for short as well as long term.
- Implementing and execute strategic brand initiatives to enhance visibility, trust and business growth.
- Monitor and ensure corporate brand integrity across all product segments, platforms (internal & external) and communication channels.
- Design and co-ordinate campaigns, advertisement and all kind of PR visibility on print, online and digital.
- Stay updated with global marketing and branding trends across financial and non-financial sectors.
- Accountable for all creative outputs inclusive of web promotional materials, selection of creative agencies, creative briefings, graphics, photography, etc.
- Responsible for the implementation of communications across all channels.
- Plan and execute all communications and media actions on all channels, including online and social media.
- Assist with product development and new product launches as well as developing new business opportunities
- Review contents on Web Media and other Mainstream Multimedia Marketing channels– New Media (Email, Digital – Blog, Online newspaper, Social Media) to ascertain that it meets the required standard and creates a good image for the bank.
- Prudently utilize communication and promotional item’s budget to ensure visible ROI.
- Carryout Competitor and customer analysis to gain insights on current developments
Requirements
- Minimum educational level – Bachelor’s Degree in Social Science or Humanities or HND with a Master’s Degree
- Minimum requisite experience – at least 10 years work experience in the area of Brand communication & Marketing in a bank including at least 5 years at management level.
- A good knowledge of bank’s Product/services
- Ability to think strategically, using analytical skills to transform strategies into concrete actions.
- Ability to apply information and knowledge to support brand and communication decision.
- Problem analysis and creative solution
- Advanced knowledge of and understanding of contemporary Brand Management principles and practice.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Head, E-banking
Location: Nigeria
Job Type: Full time
Description
- We are looking to recruit for the position of Head E-Banking, who will be responsible for planning and implementing all the Bank’s Electronic Banking offerings.
- S/he will take charge of the overall management of the E-Process Unit including Card Services, Electronic Channels (Mobile Banking, Internet Banking, ATMs, Transaction Banking etc.) and Electronic Settlement Units of the Bank.
Job Responsibilities
- Responsible for the growth and development of the Group’s electronic platforms across technology and marketing teams in compliance with policies and regulations
- Responsible for income generation at various points of the value chain for various e-business transactions.
- Define the vision, scope and requirements for the Bank’s Electronic Banking offering and build a compelling multi-year road-map for Electronic Banking Business.
- Create and implement channel strategies for all customer segments to achieve effective channel use, marketing and customer satisfaction targets, operational efficiency and a seamless product and relationship experience
- Lead the E-Business advocacy across the Bank.
- Prioritize channel characteristics by how well they help the Bank meet channel objectives and desired customer experience.
- Develop channel strategy in order to increase the Bank’s market share.
- Develop strategies that utilizes self-service banking technology/products/services to expand the Bank’s geographic reach and customer base.
- Enhance and upgrade existing products and services to include but not limited to internet banking, telephone banking and mobile banking.
- Create and implement channel strategies for all customer segments to achieve effective channel use, sales and customer satisfaction targets, operational efficiency and a seamless product and relationship experience for customers.
Requirements
- Minimum educational level – Bachelor’s Degree in Social Science or Humanities or HND with a Master’s Degree
- Minimum requisite experience – at least 10 years work experience in related field including at least 5 years at management level.
- Experience should include E-Business operations, Product development, Finance and Process Management.
How to Apply
Interested and qualified candidates should:
Click here to apply online
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