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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CX Measurement, Reporting & Standards Manager (North, South &H/O)
Define and operationalize an integrated CX performance framework incorporating metrics such as NPS, CSAT, CES, BICSS, Complaint Resolution SLA, and Service TATs.
Collaborate with internal stakeholders (Product, Service, Digital, Data, BI, Branch Ops, etc.) to align KPI definitions and ensure consistent tracking across customer touchpoints.
Design and maintain the CX performance dashboard for monthly EMC, Board-level reporting, and internal CX governance forums.
Translate CX data into actionable insights that identify service breakdowns, friction points, and experience gaps across segments and channels.
Manage the CX reporting lifecycle — from data sourcing, cleansing, and trend analysis to stakeholder presentation and resolution monitoring.
Support the definition and enforcement of CX service standards in collaboration with Service Quality Officers, using measurement outcomes to guide internal audits and compliance reviews.
Lead periodic experience audits to validate accuracy and reliability of customer-facing performance data, especially across digital journeys and self-service channels.
Guide business units and frontline teams in interpreting CX metrics and executing service improvements based on measurement reports.
Work closely with the CX Data & BI Analyst to ensure data integrity, platform reliability, and automation of performance reporting processes.
Support all survey deployments and analytics exercises (Voice of Customer, Mystery Shopping, Branch & Contact Centre surveys, etc.) in conjunction with internal teams and third-party vendors.
JOB REQUIREMENTS
Education
Bachelor's degree in Statistics, Business Analytics, Economics, Engineering, or related numerate field.
Postgraduate degree (MBA/MSc) in Business Analytics, Strategy, or Performance Management is an advantage.
Analytics (e.g. Power BI, Tableau, SAS, SQL), or Service Quality (e.g. COPC, ITIL) are highly desirable.
Experience
Bachelor's degree in Statistics, Business Analytics, Economics, Engineering, or related numerate field.
Postgraduate degree (MBA/MSc) in Business Analytics, Strategy, or Performance Management is an advantage.
Analytics (e.g. Power BI, Tableau, SAS, SQL), or Service Quality (e.g. COPC, ITIL) are highly desirable.
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