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  • Posted: May 31, 2021
    Deadline: Not specified
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    UBA’s has more than 65 years of providing uninterrupted banking operations dating back to 1948 when the British and French Bank Limited ("BFB”) commenced business in Nigeria. BFB was a subsidiary of Banque Nationale de Crédit (BNCI), Paris, which transformed its London branch into a separate subsidiary called the British and French B...
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    Customer Experience Liaison Manager

    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

    Method of Application

    Interested and qualified candidates should send their updated CV to: careers@ubagroup.com using the Job Title as the subject of the email

    OR

    Use the application linke below to apply

    Interested and qualified? Go to United Bank for Africa (UBA) on www.ubagroup.com to apply

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