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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Lead the design, mapping, and implementation of seamless customer journeys across all segments and touchpoints.
Collaborate with stakeholders, including the CTO and product teams, to embed customer experience requirements into operational processes and digital solutions.
Monitor and evaluate adherence to defined customer journeys, identifying gaps and opportunities for improvement.
Oversee the performance and development of the Customer Lifecycle Management team, ensuring alignment with strategic objectives.
Lead the creation of exceptional user experiences across all CX platforms, products, and customer touchpoints.
Provide customer insights to support product development and ensure alignment with market needs.
Champion the creation of intuitive and impactful user experiences across CX platforms, products, and service channels.
Utilize data and customer behavior analytics to assess and enhance CX and UX across all delivery channels.
Develop and manage a robust customer lifecycle framework that supports revenue acceleration and long-term customer value.
Define customer value propositions and support their communication across relevant channels.
JOB REQUIREMENTS
Education
Minimum Education: First degree in related discipline, Higher Degrees/Professional Certification
Experience
Minimum experience:10-years relevant experience in Banking or other relevant Industry
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