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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Coordinate and manage the end-to-end execution of EMC meetings: agenda preparation, stakeholder engagement, minutes documentation, resolution tracking, and governance reporting.
Develop and maintain CX strategy documents, frameworks, operating models, charters, policy manuals, and governance protocols across the enterprise.
Monitor the implementation of strategic CX initiatives and ensure alignment with the Bank’s transformation roadmap and corporate scorecard priorities.
Work with key stakeholders (Product, Technology, HR, Risk, Channels, Subsidiaries) to ensure that customer-centric design principles are embedded in all change programs, digital transformation efforts, and operational improvements.
Institutionalize an enterprise-wide CX governance model — including approval processes, escalation pathways, initiative prioritization models, and performance review cadence.
Manage the CX Office’s internal calendar, operating rhythm, initiative tracker, and reporting timelines in alignment with management expectations and EMC mandates.
Build and maintain a knowledge management hub for CX frameworks, standards, benchmarks, best practices, and training resources.
Collaborate with Communications and HR teams to reinforce CX culture adoption bank-wide via training, storytelling, executive sponsorship, and campaign integration.
Provide strategic support for CX transformation projects and lead cross-functional working groups where required.
Track and report value realization from CX initiatives in collaboration with the Measurement & Insights team.
JOB REQUIREMENTS
Education
Bachelor's degree in Business Administration, Strategy, Social Sciences, or related discipline.
MBA or Master’s in Strategy, Governance, or Organizational Development preferred.
Professional certifications in Project Management, Governance, CX (e.g., CCXP), or Change Management are advantageous.
Experience
Minimum of 5–8 years in strategic planning, governance coordination, customer experience, or transformation management in a financial services or consulting environment.
Demonstrated experience managing committees, governance cycles, strategic reporting, or project coordination at senior levels.
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