CX Business Partner at Access Bank

Description

• Drive the overall customer experience strategy for the Retail business units of Access Bank Nigeria to create and deliver a seamless customer experience.
• Take full ownership and responsibility for driving the delivery of the customer experience across all touchpoints while ensuring the service culture is embedded in the Retail business unit to drive excellence in both development and delivery of customer journeys.

Functions & Responsibilities

Service Strategy

• Communicate the overarching customer centric strategy to Retail business unit.
• Communicate service framework to Retail business unit to ensure common understanding of CX purpose, service standards and expected service behaviours.
• Ensure Core-CX governing practices is communicated to the Retail business unit and buy-in is secured.
• Work with the business unit to understand their strategy and articulate the CX sub-strategy with full roadmap.
• Drive the relationship with the BU CX partner to ensure a unifying strategy in managing CX expectations and outcomes.
• Develop full Customer Journeys and micro-journeys catalogue.

Service Culture

• Enforce the CX KPIs to be measured and tracked weekly by Business Units
• Engage front line and back-office staff to ensure CX standards and behaviours are adhered to and reframe their mandates.
• Provide adequate training and coaching methodology.
• Provide Insights to the business units to compel systematic actions in CX improvement and product offerings adaptation/creation.
• Identify the critical customer journeys and drive customer segmentation to deliver personalized service based on convenience and preferred communication platform
• Collaborate with all disciplines to improve customer experience that will in turn deliver a positive P&L impact.

Brand Ambassador and Customer Advocate

• Serve as the customer voice in all decisions related to products and services
• Own the customer journeys and carry out audits with customers to identify gaps and pain points and provide insights into potential business added value
• Drive the systematic problem identification and problem solving across the organization
• Ensure appropriate CX recovery is put in place while driving the ownership in the front-line staff in terms of CSAT
• Ensure 360 feedback loop is performed with real time tracking and solving
• Develop the customer communication plan on all critical touchpoints to increase transparency and reduce unnecessary friction due to lack of information
• Participate in CX committees as needed
• Communicate trends in the industry to inform ongoing customer experience decisions and ensure best practice transfer.

Stakeholder Management

• Drive cross functional engagement with the Retail Business Unit to identify key processes for improvement.
• Ensure stakeholder mapping for effective engagement for CX initiative delivery and tracking.
• Influence the stakeholder management across the Retail business unit to ensure CX is central to the team performance.
• Hold Retail Business Unit accountable for CX and ensure ownership of customer journeys
• Attend, coaching, and appraisal from Head CX partners for Nigeria
• Collaborate with the CX Lead for Nigeria to ensure the Retail Business Unit’s key critical customer journeys are followed to ensure CX Group cohesion

Requirements

Qualification & Minimum Experience Requirements

• Minimum of bachelor’s degree in Marketing, Business, Product Development, or similar discipline. Banking experience is a plus
• 5 years working in a client engagement or client services role with at least 2 years at a supervisory level
• Demonstrated skills for roadmap implementation.
• Accustomed to public speaking and engagement both internally and externally
• Demonstrated ability to multi-tasks.
• Significant experience in client facing role requiring stakeholder engagement.
• Demonstrate exceptional cross functional engagement and stakeholder management skills.

Skills / Competence Requirements

Required Knowledge, Skills & Abilities

• Empathetic change enabler
• Ability to drive collaboration at all levels
• Solid Customer Orientation, Core understanding of LCM and customer needs
• Solid grasp of Insights as a CX driver
• Solid Experience in CRM practices
• Commitment to company values and vision
• Strategic thinking and foresight as well as functional understanding of journey mapping, profiling, segmentation, and analytics interpretation
• Data driven mindset with aptitude for tech
• Excellent time management and prioritization
• Ability to translate business objectives
• Ability to work with a diverse group of people
• Ability to influence at C-suite and below
• Strong consultation, facilitation, and negotiation communication skills
• Represent the company in external contexts

Generic Skills

• Strategic Focus/ Orientation
• Integrity and Discretion
• Initiative/ Proactive
• Entrepreneurship
• Analytical skills / Problem solving
• Resilience, Tenacity, and Integrity
• Interpersonal skills
• Communication (oral & written)
• Strong attention to detail
• Result oriented with a Can-do attitude.

Management Skills

• Manage by Objectives and Key Results
• Leadership
• Coaching
• Mentorship / Influencing
• Motivation
• General administration