• Application Deadline:
• Position: Head, Customer Experience Comms & Engagement


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 10 years


• Location Lagos


• Job Field Customer Care 
  

DUTIES & RESPONSIBILITIES

• Working closely with 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.


• 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 manage team member CX engagement bank-wide events/projects such as CX day, CSW week, CX Webinars etc.


• Ensure the ultilisation of, and continuously evolving, best-in-class methodology to shorten the change curve (continuously learning touchpoints, cultural reinforcement, champion development, visibility/transparency).


• Co-develop the enterprise CX communication strategy and craft value proposition communication to the various customer segments - Social Media, Campaigns, Events, etc.


• Under the direction of the C-CXO, lead the execution and timing of the CX change management plan.


• Serve as lead facilitator and CX change management expert across processes, procedures/policies and products.


• Develop flexible and sustainable communications and engagements solutions as necessary (blogs, newsletters, CX videos, CX content portal, CX catalog, CX behavior reinforcement/recognition programmes, events, sponsorships etc.


• Engage with customers on any channel: responsive and branded email surveys, web intercepts, mobile in-app feedback, SMS and messaging channels, social feedback and reviews, IVR systems, call and chat transcripts etc.


• Develop and support the deployment of educational content and resources tailored for both senior leaders and mid-level managers to ensure CX maturity path evolution (e.g. how to use CX tools to drive needed change and achieve KPIs.


• Set CX measurable goals and lead performance CX change accountability.


• Identify CX investments and resources.

JOB REQUIREMENTS

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


• Minimum experience – 10-years relevant experience in the Banking or other relevant Industry.

KEY COMPETENCY REQUIREMENTS

Knowledge

• Strong social media presence


• Experience in proactively driving communications outcomes and providing insightful counsel


• Ability to develop and establish relationships with Executive leadership, and internal business partners across a global organization


• Experience in successfully articulating concepts and complex information in a concise manner through presentations, written communication, and various channels


• Experience in developing executive communications to both internal and external audiences


• Superior writing, editing and verbal communication skills


• Strong PowerPoint presentation skills, including ability to illustrate concepts visually

Skill/Competencies

• Ability to communicate complex and detailed information simply and effectively


• Excellent presentation, oral, written and interpersonal communications skills to effectively interact and consult with senior management and shop floor staff


• Demonstrated ability to understand and apply communications and engagement best practices to drive employee participation in CX activities


• Experience with transformational organizational change efforts


• Experience leading teams and demonstrating direct and influential leadership skills with transformational organizational change efforts


• Highly effective communication and consulting skills


• Strong quality orientation and attention to detail


• Strong relationship and influencing skills.

Closing: 06/28/2023