• Application Deadline:
• Position: Unit Head, Insights & Analytics


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 10 years


• Location Lagos


• Job Field Customer Care  , Data Science / Research 
  

Job Role

• Develop an effective and unified Model and to measure and analyse VOC, VOE & VOB in a bid to transform the Bank’s customer experience.


• Empower CX Key stakeholders and Executives with data driven insights to allow them to apply changes that will deliver experiences that delight customers and leverages innovations.


• Use Predictive analytics to establish key proactive measures to achieve business impact and boost customers loyalty and retention.


• Identify data, technology and interactive tools required to acquire, store and provide KPIs at the various levels  across the organization

Functions and Responsibilities

• Provide leadership and direction for the team to ensure quality in service delivery and provide integrated view of the team’s objectives in line with the Bank’s goals and objectives.


• Drive and own the team's strategy and execution roadmap covering all relevant functions to govern the end-to-end framework and ensure accountability for results


• Provide subject-matter expertise on leading practice frameworks for understanding customer engagement and behaviour


• Ensure the delivery of excellent customer experience in accordance with the company’s vision and leading practices, across its various channels


• Apply design thinking in mapping and creating seamless customer journeys analytics via all touchpoints


• Establish performance and satisfaction metrics for defining excellent relationship with the customer


• Lead the review, research, analysis, and comparison of competitive landscape, leading practices, and drivers of customer experience in the industry.


• Review customer’s behaviour and activity to derive insights on key drivers to enhance customer’s experience across segments, products, processes, and services


• Review Performance data to monitor adoption of customer experience standards across all our customer journeys, business processes, and touchpoints


• Review performance dashboards on power BI to derive insights and drive business process improvement initiatives to steer implementation across channels and journeys


• Develop and implement training in appropriate tools and techniques for effective insights & analytics.


• Ensure appropriate Management Information is available to support the CX Group and the Bank (Monthly, Quarterly, Annual etc. reports)


• Identify and prioritize actionable levers to improve the end-to-end   customer experience


• Monitor all the activities of the insights, analytics, segmentation and VOC/VOE/VOB team to meet group goals and KPI


• Perform other duties as assigned by the Chief Customer Experience Officer

Required Knowledge, Skills & Abilities

• Ability to understand business objectives and align customer experience accordingly


• Excellent customer relationship Management


• Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centred design and performance management


• Proven experience designing and delivering human centred experiences


• Relevant experience leading customer experience transformation initiatives


• A good understanding of CX leading practices


• Thorough understanding of qualitative and quantitative research


• Proven leadership/supervisory and people management skills


• A good understanding of CX leading practices


• Thorough understanding of qualitative and quantitative research


• Strong negotiation and relationship management skills with ability to create support and buy-in across a wide range of stakeholders


• Excellent analytical and problem-solving skills


•  Service quality Management


• Presentation Skills


• Ability to manage multiple tasks


• Superior product knowledge


• Database Management

Generic Skills

• Initiative


• Analytical Skills/ Problem solving


• Self-Management / Organizational skills


• Interpersonal Skills


• Good Oral & Written communication


• Self-motivated leader


• Creative and innovative

Execution Skills

• Strategic thinking and foresight


• Interpersonal, networking and influencing skills


• Problem-solving and analytical skills


• Data-driven and an aptitude for technology 

Supervisory Skills

• People Management


• Excellent communication skills


• Stakeholders Management

Qualification

• Minimum of bachelor’s degree qualified in any discipline


• Any CX certification a plus

Minimum Experience

• Minimum of 10 year's related experience in Customer experience ; at least 4 years’ experience in a Bank/Financial Institution


• Demonstrated leadership skills from vision setting to strategy definition.


• Accustomed to public speaking and engagement both internally and externally


• Demonstrated ability to multi-tasks and focus on multi-projects delivery


• Significant experience in client facing role requiring stakeholder engagement and executive influence