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 Type: Full-time
Job Profile
We are looking to hire a talented and experienced individual to drive customer experience as Head, Experience Design & Innovation. The ideal candidates must have:
- Minimum of 7 years’ experience in Customer Experience function
- Digital savviness
- Experienced in Design Thinking
- Project management
- Lean Six Sigma qualification will be an added advantage
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
- 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
- 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
- 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
Knowledge:
- Change management experience gained within a large / complex operational business environment
- Product Knowledge and Experience
- Deep understanding of Customer Experience and the emerging trends, strategies and capabilities across all channels
- Ability to optimize or redesign process flows to meet project requirements
How to Apply
Interested and qualified candidates should send their updated CV to: careers@ubagroup.com using the Job Title as the subject of the email.
Or
Click here to apply online
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