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: CX Measurement and Reporting Manager
Job Identification: 1124
Location: Lagos
Employment Type: Full-time
Duties and Responsibilities
- Manage and inspire a team to advocate for the customer’s perspective in major business decisions that impact the customer.
- Lead the executive level voice of the customer insights sharing plan which includes the development and sharing of customer stories regularly. Stories will identify opportunities and/or focus areas having the greatest impact on loyalty or growth that will provide us with a competitive advantage.
- Custodian of FirstBank’s Customer Satisfaction scores and requisite action plans.
- interpreting, reacting to feedback and monitoring the results. Help to create a framework for prioritizing actions.
- Identify the most appropriate Customer Experience metrics of perception, behavior and outcomes to track and implement, and continuously innovate ways to understand our relationship with our customers.
- Drive rigorous quantitative and qualitative analyses of customer feedback, journeys and pain points using leading practice research and analytics methodologies.
- Implement and fine-tune a process for reacting to customer feedback, rectifying customer issues and closing the loop by informing key customer segments of the actions taken.
- Influence our organizational culture by identifying and implementing strategies to engage the business to listen and act on customer feedback.
- Act as customer champion amongst senior staff and across the organization and continually bring worldwide best practices from across customer focused industries to our organization.
- Develop presentations reports and provide briefings on projects.
- Liaise across multiple stakeholder and functional groups as required to achieve customer experience objectives or correct customer experience failures.
- Take primary responsibility for effective communication of customer experience measurement plans and outcome to necessary stakeholders.
- Support the implementation of a sustainable, uniform and consistent customer experience delivery culture bank wide.
- Develop master work plan covering key project tasks/ activities, timelines, responsibilities, dependencies and project status of each priority initiative within the Bank.
- Develop quarterly and yearly plans for gathering information (customer survey, mystery shopping etc.
- Create customer experience improvement plan and influence implementation of key initiatives to improve results and drive customer loyalty.
- Ensure holistic view of the customer experience enterprise wide, all products and channels via design sessions, and via root cause analysis of complaints and issues data.
- Take ownership of the collation, validation, analysis and interpretation of data obtained for customer experience measurement process and the population of the customer experience measurement dashboard.
- Ensure quality and reliability of data used for dashboard and customer experience performance reporting.
- Utilize customer, market and organizational intelligence to develop innovative strategies that enable the Bank to identify and continually adapt to changing customer preferences.
- Continuously refine customer experience metrics and measurement tools such as questionnaires and checklists, as required based on evolving customer expectations, market trends and organizational priorities
- Continuously obtain and aggregate customer analytics to gain insight on customer preferences, customer pain points, customer trends, and customer experience delivery gaps
- Establish suitable reporting mechanisms and produce customer experience performance reports, including business focused commentary, operational data and trending analysis.
- Initiate and facilitate stakeholders’ workshop on the Bank’s customer experience delivery performance scorecard.
- Research and gather data on target markets to understand market dynamics and remain ahead of link to customer needs/ expectations.
- Identify internal and external sources of information for customer experience measurement in accordance with pre-defined customer experience metrics.
Job Requirements
Educational Qualification:
- Minimum of Bachelor’s Degree in any discipline
- Master’s degree or any professional qualification in Business management and customer service will be an added advantage.
Experience:
- Minimum of 7 years of banking experience with at least 2 years in similar role
- Experience with managing transformation, change management or other strategic projects Supervisory or leadership experience.
- Experience in developing, implementing and improving process
Application Closing Date
5th August, 2024; 10:28.
How to Apply
Interested and qualified candidates should:
Click here to apply online