Latest Jobs at First Bank of Nigeria

DUTIES & RESPONSIBILITIES

• 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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DUTIES & RESPONSIBILITIES

• Execute service audits and spot checks across branches within assigned region (Head Office, North, or South) — measuring against enterprise CX standards.
• Track and validate Mystery Shopping outputs, escalate discrepancies, and support correction actions in collaboration with Retail Ops and Branch Managers.
• Collaborate with CX Measurement and Strategy leads to report weekly/monthly performance trends, regional gaps, and systemic service issues.
• Monitor compliance with branch experience standards — including ambience, queue handling, staff behavior, turnaround time, and digital self-service readiness.
• Serve as the regional liaison for Experience Management Committee (EMC) resolutions related to branch or channel service experience.
• Engage directly with branch leaders and regional heads to interpret CX performance data and agree on corrective measures.
• Support training initiatives or regional workshops focused on service quality improvement and CX culture embedding.
• Conduct root cause investigations for persistent customer complaints, service breakdowns, or experience failures within assigned locations.
• Validate consistency of experience delivery across various branches — ensuring brand promise is upheld nationwide

JOB REQUIREMENTS

Education

• Bachelor’s degree in business administration, Operations, Social Sciences, or related fields
• CX or Service Quality certifications (e.g., CCXP, COPC, Six Sigma Yellow/Green Belt) are an advantage

Experience

• 3–6 years’ experience in service operations, quality assurance, branch management, or customer experience-related roles
• Prior experience in retail banking operations or field-based service quality roles is preferred

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DUTIES & RESPONSIBILITIES

Retention Program Execution

• Develop and implement retention frameworks targeting specific customer segments.
• Recommend retention campaigns messages and target customers for campaign execution.
• Build and maintain churn and dormancy reactivation programs with measurable results.
• Operationalize loyalty and rewards initiatives to drive product uptake and engagement.

Customer Insights & Predictive Analytics

• Develop churn prediction models and customer lifetime value analytics.
• Use behavioral, transactional, and unstructured data (including sentiment analysis) to detect attrition risks.
• Conduct in-depth segmentation to enable hyper-targeted retention campaigns.
• Convert analytics into actionable recommendations for relationship managers, marketing, and product teams.

Lifecycle Management & Campaign Execution

• Implement win-back strategies for dormant and inactive customers.
• Coordinate retention campaigns across branch, digital, call center, and relationship management channels.

Stakeholder Collaboration & Cross-Functional Alignment

• Partner with Product, Marketing, Service Quality, and Data teams to deliver customer-focused retention programs.
• Support frontline staff with actionable insights and engagement recommendations.
• Align retention activities with customer experience improvements and product launches.

Market Intelligence & Competitive Positioning

• Monitor competitor retention activities and industry trends.
• Maintain segment-level retention dashboards and market share analysis.

Performance Tracking & Continuous Improvement

• Define and monitor KPIs such as churn rate, NPS uplift, campaign ROI, and share of wallet growth.
• Review retention initiatives quarterly, applying lessons learned for continuous improvement.
• Ensure compliance with data privacy, regulations, and internal policies in all retention efforts.
• Monitor and evaluate retention initiative results on a monthly and quarterly basis.
• Refine targeting, messaging, and campaign structures based on performance trends.
• Ensure all activities meet compliance, data privacy, and internal policy standards.

JOB REQUIREMENTS

Education

• Minimum Education: First degree in related discipline

Experience

• Minimum of 5 years’ relevant experience
• Experience with relationship management, e-business products and processes and sales

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DUTIES & RESPONSIBILITIES

• 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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DUTIES & RESPONSIBILITIES

• Participate in assurance reviews of products, services, customer journeys, and delivery channels.
• Support assessments against CBN Consumer Protection Framework pillars, including:
  • Transparency and disclosure
  • Fair treatment of customers
  • Complaint handling standards
  • Data protection and privacy
  • Responsible pricing, fees, and charges
• Assist in identifying gaps, weaknesses, and emerging consumer protection risks.
• Perform assigned consumer protection control testing activities.
• Assist in conducting consumer protection risk assessments across business units.
• Validate evidence provided by business units for control effectiveness.
• Document assurance findings clearly, including observations, root causes, and supporting evidence.
• Maintain issue logs and track remediation actions to closure.
• Escalate overdue or high-risk issues to the Consumer Protection Assurance Manager.
• Support the timely preparation of all regulatory reports.
• Maintain accurate records and evidence repositories for regulatory reviews and audits.
• Assist in responding to regulatory information requests related to consumer protection.
• Liaise with relevant stakeholders - Compliance, Risk, Operations, Product, and Digital teams during reviews.
• Provide guidance to business units on basic consumer protection requirements and expectations.
• Support implementation of agreed consumer protection improvements.
• Participate in consumer protection training and awareness initiatives.
• Keep up to date with regulatory developments affecting consumer protection.
• Continuously build technical knowledge in conduct and consumer protection risk.

JOB REQUIREMENTS

Education 

• Minimum of Bachelor’s degree in any discipline

Experience 

• 3–5 years of experience in banking or financial services.
• Experience with data analytics
• Proven experience interpreting and applying CBN Consumer Protection Framework and related regulatory guidelines

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DUTIES & RESPONSIBILITIES

• Develop and maintain platforms and processes for crafting messages, scripts, and presentations tailored to senior leadership.
• Translate complex information into clear, engaging reports and presentation content for diverse audiences.
• Coordinate and ensure consistency in CX communications, aligning external messaging with marketing initiatives and disseminating updates regularly.
• Collaborate with stakeholders across multiple functions to align messaging and support CX initiatives and programs.
• Drive customer engagement across all channels, optimizing strategies at every customer touchpoint.
• Organize employee experience sessions through VOE, empowering frontline staff to share feedback, ideas, and suggestions about customer experience.
• Analyze results from voice of customer sessions, synthesizing feedback and suggestions to inform CX strategies.
• Plan and execute CX engagement events and projects bank-wide, such as CX Day, CSW Week, and CX Webinars.
• Support the manager in applying and evolving best-in-class methodologies to accelerate change, reinforce culture, foster champions, and promote transparency.
• Handle additional CX communication and engagement responsibilities as directed by management.

JOB REQUIREMENTS

Education 

• Minimum First degree in related discipline, Higher Degrees/Professional Certification

Experience 

• Minimum 3 years of experience in banking or financial services.
• Experience in Customer Experience and Customer Engagement 

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DUTIES & RESPONSIBILITIES

• Working closely with Head CX engagement and strategy to curate corporate and internal communications, stay responsible for managing and executing high-impact, bank-wide communications that engage and empower our employees and customers and communicate critical information to employees and customers.
• Develop a robust, comprehensive employee and customer communications plan in support of the bank’s CX strategy.
• Collaborate with other stakeholders to ensure the CX change management permeates through products, processes, SOPs, decision-making. 
• Jointly develop and execute a CX leadership communications strategy to ensure clear and consistent messaging across the bank.
• Maintain an ongoing, line of sight engagement strategy around the bank’s CX strategic goals and initiatives.
• Develop a platform and process for creating messages, scripts, and presentations for senior leadership.
• Distill complex information into engaging content for presentations and messages to a variety of audiences.
• Ensure CX communications are consistent and integrated with external and marketing communication initiatives.
• Work with stakeholders in multiple functions to align messaging for CX initiatives and programs.
• Grow customer engagement across channels, maximizing opportunities across customer touchpoints.
• Capture voice of the customer via the employee by enabling frontline employees to provide feedback, ideas and suggestions on the customer experience.
• Leads and manages team member on CX engagement bank-wide events/projects such as CX day, CSW week, CX Webinars etc. 
• Ensure the utilization of, and continuously evolving, best-in-class methodology to shorten the change curve (continuously learning touchpoints, cultural reinforcement, champion development, visibility/transparency).
• Co-develop and support the deployment of educational content and resources tailored for all cadre of staff to ensure CX maturity path evolution.

JOB REQUIREMENTS

Education 

• Minimum Education:    First degree in related discipline, Higher Degrees/Professional Certification

Experience 

• Minimum experience – 5-years relevant experience in the Banking or other relevant Industry

Experience in Customer Experience and Customer Engagement 

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DUTIES & RESPONSIBILITIES

• 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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DUTIES & RESPONSIBILITIES

•  Interpret and implement CBN Consumer Protection Framework, FCCPC regulations, BOFIA provisions, and other applicable directives for proper management of customer’s complaints.
• Track, manage, and respond to regulatory complaints, queries, and sanctions relating to customer experience.
• Ensure timely submission of regulatory reports on complaints and resolution outcomes.
• Conduct periodic compliance reviews of complaint handling processes across all channels.
• Review high-risk, sensitive, or complex customer cases and approve final resolutions.
• Interface with relevant stakeholders - regulators, legal teams, compliance, risk, operations, and business units etc. on complaint resolution.
• Coordinate responses to regulator-initiated investigations or customer petitions.
• Analyze complaint trends to identify recurring issues and systemic failures.
• Recommend and drive corrective actions to prevent recurrence.
• Collaborate with product, operations, digital, and branch teams to improve service design.
• Develop and update complaint management and customer redress policies.
• Work in conjunction with other team lead to train frontline and back-office teams on regulatory complaint handling standards.
• Ensure internal complaints handling processes comply with legal requirements,  industry regulations, bank policies and professional codes.
• Periodically investigate and analyze complaints data to identify unfavorable trends and recommend improvements.
• Respond to customer complaints in a timely and effective manner, via phone, and email with a view to enhancing customer experience
• Provide insights and metrics to stakeholders on global/evolving complaints management trends
• Lead the design, management, and monitoring of complaint handling procedures in compliance with CBN guidelines.
• Analyze root causes of complaints to drive service recovery and prevent recurrence.
• Lead training programs that build staff capacity on customer rights, redress procedures, ethical selling, and regulatory compliance.

JOB REQUIREMENTS

Education 

• Minimum of Bachelor’s degree in any discipline

Experience 

• Minimum of 5 years relevant experience 
• Experience with customer complaint management or other strategic projects
• Experience with data analytics