Head, Customer Experience – Comms & Engagement at First Bank of Nigeria Limited Full Time

Job Title: Head, Customer Experience – Comms & Engagement

Location: Lagos
Employment Type: Full-time

Duties & Responsibilities

• Working closely with corporate and internal communications, stay responsible for managing and executing high-impact, bank-wide communications that engage and empower our employees and customers and communicate critical information to employees and customers.
• Develop a robust, comprehensive employee and customer communications plan in support of the bank’s CX strategy.
• Collaborate with other stakeholders to ensure the CX change management permeates through products, processes, SOPs, decision-making.
• Develop and execute a CX leadership communications strategy to ensure clear and consistent messaging across the bank.
• Maintain an ongoing, line of sight engagement strategy around the bank’s CX strategic goals and initiatives.
• Develop a platform and process for creating messages, scripts, and presentations for senior leadership.
• Distill complex information into engaging content for presentations and messages to a variety of audiences.
• Ensure CX communications are consistent and integrated with external and marketing communication initiatives.
• Work with stakeholders in multiple functions to align messaging for CX initiatives and programs.
• Grow customer engagement across channels, maximizing opportunities across customer touchpoints.
• Capture voice of the customer via the employee by enabling frontline employees to provide feedback, ideas and suggestions on the customer experience.
• Leads and manage team member CX engagement bank-wide events/projects such as CX day, CSW week, CX Webinars etc.
• Ensure the ultilisation of, and continuously evolving, best-in-class methodology to shorten the change curve (continuously learning touchpoints, cultural reinforcement, champion development, visibility/transparency).
• Co-develop the enterprise CX communication strategy and craft value proposition communication to the various customer segments – Social Media, Campaigns, Events, etc.
• Under the direction of the C-CXO, lead the execution and timing of the CX change management plan.
• Serve as lead facilitator and CX change management expert across processes, procedures/policies and products.
• Develop flexible and sustainable communications and engagements solutions as necessary (blogs, newsletters, CX videos, CX content portal, CX catalog, CX behavior reinforcement/recognition programmes, events, sponsorships etc.
• Engage with customers on any channel: responsive and branded email surveys, web intercepts, mobile in-app feedback, SMS and messaging channels, social feedback and reviews, IVR systems, call and chat transcripts etc.
• Develop and support the deployment of educational content and resources tailored for both senior leaders and mid-level managers to ensure CX maturity path evolution (e.g. how to use CX tools to drive needed change and achieve KPIs.
• Set CX measurable goals and lead performance CX change accountability.
• Identify CX investments and resources.

Job Requirements

• Minimum Education: First Degree in related discipline, Higher Degrees / Professional Certification, etc.
• Minimum experience: 10 years relevant experience in the Banking or other relevant Industry.

Key Competency Requirements:
Knowledge:

• Strong social media presence
• Experience in proactively driving communications outcomes and providing insightful counsel
• Ability to develop and establish relationships with Executive leadership, and internal business partners across a global organization
• Experience in successfully articulating concepts and complex information in a concise manner through presentations, written communication, and various channels
• Experience in developing executive communications to both internal and external audiences
• Superior writing, editing and verbal communication skills
• Strong PowerPoint presentation skills, including ability to illustrate concepts visually

Skill / Competencies:

• Ability to communicate complex and detailed information simply and effectively
• Excellent presentation, oral, written and interpersonal communications skills to effectively interact and consult with senior management and shop floor staff
• Demonstrated ability to understand and apply communications and engagement best practices to drive employee participation in CX activities
• Experience with transformational organizational change efforts
• Experience leading teams and demonstrating direct and influential leadership skills with transformational organizational change efforts
• Highly effective communication and consulting skills
• Strong quality orientation and attention to detail
• Strong relationship and influencing skills.

Application Closing Date
16th May, 2024.