Head, Experience Design & Innovation at United Bank for Africa (UBA)

Job Profile
We are looking to hire a talented and experienced individual to drive customer experience as Head, Experience Design & Innovation. The ideal candidates must have:

• Minimum of 7 years’ experience in Customer Experience function
• Digital savviness
• Experienced in Design Thinking
• Project management
• Lean Six Sigma qualification will be an added advantage

Job Objective(s)

• Develop and deploy systematic actioning on customer experience insights by cross-functional representatives, to prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value
• Provide oversight into the various CX improvement initiatives and provide guidance and prioritization through the platform of the governance structure
• Provide oversight to ensure cross-functional teams work together and share responsibilities for improvement
• Monitor progress of the initiatives towards meeting business objectives and desired outcomes based on agreed preventive and corrective actions to be taken
• Provision of regular updates on Process Change
• Guide team in effective client issues resolution and handle any escalations
• Development and delivery of a comprehensive CX Improvement Programme, which could include customer service, infrastructure and process change

Minimum Education Qualifications

• Bachelor’s Degree in any discipline

Previous Work Experience Requirements:

• Minimum of seven (7) years’ work experience
• Insight orientated understanding of complex data trends and using these to inform CX improvement & innovation.

Skills Required:

• Talent to communicate both verbal and written with technical and non-technical audiences alike
• Outstanding customer and people relationship skills
• Good use of Microsoft Office Suite especially Excel and PowerPoint
• Result and action-oriented
• Action 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