Team Lead, Customer Experience at Wema Bank Plc

Job Summary

• The ideal candidate would oversee Provide consumers with the required information, knowledge and understanding to empower them to get the best from banking services.

Job Description
Scripting and Content Management:

• Develop and manage a platform message library.
• Review communication contents before release to customers.

Design of Customer Engagement Materials and Newsletter:

• Publishing Customer Success Stories.
• Endless Possibilities: Information on new CX initiatives or possibilities in the Industry.
• Information on new CX initiatives or service changes implemented in response to customer needs, suggestions, complaints, feedback, or request.)
• Deploy personalized campaign materials targeted at recovering and retaining customers as well as increasing customer’s repeat business.

Celebration of customer milestones, birthdays, and anniversaries:

• Collect, validate, and analyze customer data to identify customers with milestone birthdays and anniversaries with the bank.
• Design and send greeting cards via available channels (e-mail, in-App, etc) to mark customer’s special day.
• Procure gift items/rewards packages to celebrate a select base of priority / V.I.P customers.

Internal Engagements / Learning sessions:

• Spotlight (Case studies on real-life service situation, service failures or excellent service cases; halo moments/ failed service alerts; and experiences from peer banks/ organizations)
• Develop and manage a CX platform to analyze service cases with learning points and questions, concerns and feedback.
• CX Reels: Communicating expectations and what CX is all about using Youtube reels
• Creating the W.O.W. Experience series: CX Video Scripting and Production.

Minimum Qualifications

• B.Sc in any related field.
• 5-7 years’ experience as a Team Lead, Customer Experience Unit
• Preferably candidates from financial institution (mandatory)
• Familiarity with CRM systems and practices
• Good communication and written skills