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: Voice of Customer & Service Measurement Officer
Location: Nigeria
Job Type: Permanent
Job Objective
- Creating a wholesome portfolio of customer experience insights and analytics that provide an integrated single view of each customer, a 360-degree view of customer experience for each segment, a delightful experience for participants, and reports that compel strategic action systematically across the company.
Roles and Responsibilities
- Manage the VOC platform and ensure feedback received aids business process and product improvement.
- Identify and convert detractors into advocates with a well-established service recovery plan and complaints management process.
- Responsible for ensuring platform uptime and escalating issues for resolution.
- Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.
- Develop and deploy the right survey and measurement tools/metrics and analyse feedback to determine the level of culture adoption.
- Collect information from all service touchpoints, analyse data and provide tailored insights.
- Provide ad-hoc customer analyses to address specific business questions from stakeholder groups: marketing, strategy, operations, and planning.
- Develop insights from international and best practice standards to align with business strategies.
- Establish, track, and communicate key customer satisfaction metrics and identify opportunities to improve the customer experience along with various service touchpoints.
- Develop and maintain online and social feedback tracking guidelines and procedures.
- Provide data-driven recommendations for recurring VOC reports.
Qualifications
- A Bachelor’s Degree in any discipline.
- A minimum of three (3) years’ work experience.
- Extensive Experience working on Voice of the Customer programs and tools (Medallia, ResponseTek, Qualtrics or others).
Knowledge & Skills Required:
- Hands-on analytics knowledge, from reporting to advanced analytics, including statistical or modelling skills and basic understanding of related databases or CRMs.
- Background in qualitative and quantitative research techniques
- Customer Experience
- Business and Financial analysis
- Product Knowledge and Experience
- Ability to communicate – both verbal and written – with technical and non-technical audiences alike
- Outstanding customer and people relationship skills
- Research, Data Gathering and Analytics
- Social Media and Tech Savvy
- Good use of Microsoft Office Suite especially Excel and PowerPoint
- Result and action-oriented
- Proven analytics champion capable of executing organization-wide programs as well as identifying patterns, and hypothesis-driven problem-solving.
Candidate’s Profile:
- Our ideal candidate must have strong quantitative data analysis skills and previous experience building Customer Journeys and Feedback Loop Programs.
What We Expect From You:
- High degree of professional ethics, integrity and responsibility.
- Highly organised, proactive, ability to work independently and take ownership of tasks assigned.
- Team player with the ability to work under pressure and ability to work with a wide variety of people and maintain an excellent business relationship.
- High sense of confidentiality and discreteness.
What You Should Expect From Us:
- Our corporate culture is defined by our core values. We do not just train our people to be the best in the job, we also offer encouragement, recognition, and rewards.
- Whatever level you are at in your career, we offer plenty of opportunities and support to build a rewarding career at UBA.
- Here in UBA, our employees are our greatest assets and so we built a recognition and reward system that boosts productivity and enhances staff retention, instituting a culture of meritocracy.
Deadline: 15th June, 2022.
Method of Application
Interested and qualified candidates should:
Click here to apply online
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