Customer Experience Liaison Manager at United Bank for Africa Plc (UBA) Full Time

Job Title: Customer Experience Liaison Manager

Location: Nigeria

Job Objective(s)

• Drive the various CX improvement initiatives and ensure compliance with Customer Experience standards as defined by Group Office
• Identify Customer Experience innovations for ROA and ensure implementation
• Monitor and track process efficiency and provide customer experience reports on country performance across defined metrics
• Manage the customer feedback management process and ensure implementation of recommendations
• Enforcing Enterprise SLA’s and sanctions management and advocate for “Customer 1st” in every consideration of business and service delivery
• Champion opportunities to consistently Improve the UBA customer experience and Test new strategies for driving customer value optimization
• Identify Customer Experience failures across people, process and technology and drive service initiatives to implement process improvement
• Champion the development of Customer Journey mapping and implementation across all touchpoints
• Continuously improve experience across all customer touch points and ensure business policy is updated to accommodate changes
• Communicate key CX metrics and identify opportunities to improve the customer experience along various service touch points

Minimum Education Qualifications

• Bachelor’s Degree in any field

Previous Work Experience Requirements:

• Minimum of five (5) years’ work experience
• Insight orientated understanding of complex data trends and using these to inform CX improvement & innovation.

Skills required:

• Communication skillsboth verbal and written with technical and non-technical audiences alike
• Outstanding customer and people relationship skills
• Leadership skills
• Result and action-oriented
• TAction 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

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should send their updated CV to: [email protected] using the Job Title as the subject of the email