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 ...
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Develop and maintain platforms and processes for crafting messages, scripts, and presentations tailored to senior leadership.
Translate complex information into clear, engaging reports and presentation content for diverse audiences.
Coordinate and ensure consistency in CX communications, aligning external messaging with marketing initiatives and disseminating updates regularly.
Collaborate with stakeholders across multiple functions to align messaging and support CX initiatives and programs.
Drive customer engagement across all channels, optimizing strategies at every customer touchpoint.
Organize employee experience sessions through VOE, empowering frontline staff to share feedback, ideas, and suggestions about customer experience.
Analyze results from voice of customer sessions, synthesizing feedback and suggestions to inform CX strategies.
Plan and execute CX engagement events and projects bank-wide, such as CX Day, CSW Week, and CX Webinars.
Support the manager in applying and evolving best-in-class methodologies to accelerate change, reinforce culture, foster champions, and promote transparency.
Handle additional CX communication and engagement responsibilities as directed by management.
JOB REQUIREMENTS
Education
Minimum First degree in related discipline, Higher Degrees/Professional Certification
Experience
Minimum 3 years of experience in banking or financial services.
Experience in Customer Experience and Customer Engagement
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