Job Summary:
Identifies opportunities to improve customer experience on a continuous basis by leveraging customer data and market feedback, and then turning that data into valuable insights, developing recommendations to inform business decisions and key actions for implementation. This position is designed to enhance the overall customer journey by translating data-driven insights into strategic initiatives that foster customer satisfaction and loyalty.
Key Performance Indicators:
• Customer Experience Improvement: Measure customer satisfaction and loyalty through Net Promoter Scores (NPS) CSAT and CES for each service and product offered following the implementation of analytics-driven initiatives
• Monthly Industry Analysis, Trends, and Opportunities on CX Benchmarked Against the Industry: Conduct monthly analyses to identify trends and opportunities in customer experience (CX) and benchmark these findings against industry standards.
• Continuous Improvement Solutions Executed: Track the implementation and success of solutions aimed at continuously improving customer experience.
• MIS and Analytics Accuracy: Ensure the accuracy of Management Information Systems (MIS) and analytics to support data-driven decision-making.
• Timeliness of Reporting: Track the time taken to generate and distribute reports to stakeholders.
• Impact of Insights on Business Decisions: Evaluate the extent to which data-driven insights influence strategic decisions through surveys.
Job Requirements:
• Bachelor’s Degree (A postgraduate degree is an added advantage)
• Certified Customer Experience Professional Certification (CCXP) preferred
• Experience in data modelling techniques and research methodologies
• Experience with customer analytics (satisfaction scores, touchpoint analysis, root cause analysis, etc.)
• At least 5 years experience in customer experience and operations/business development will be an added advantage.
• Proficiency in Power BI and other data visualization tools.
Job Knowledge:
• CX Strategy & Metrics
• Organisational Business Policies and Standard Operating Manuals
• Regulatory policies and guidelines
• A thorough understanding of supported products and infrastructure, how they work, and how they are used by customers
• Banking Operations
• Data Analytics and Interpretation
• Knowledge of market segments and evolving consumer/industry trends.
• Working knowledge of strategy, process improvement and business analytics.
• Excellent knowledge of Banking & Financial services and other related environments in Nigeria and globally.
Skills/Competencies:
• Highly analytical
• Intermediate to expert level skills with the Microsoft Office Suite especially Microsoft Excel
• Proficiency in Power BI and other data visualization tools.
• Sound knowledge of SQL techniques
• Excellent oral and written communication skills with demonstrated ability to articulate relevant information pulled from large data sources in an organized and concise manner
• Strong interpersonal skills
• Demonstrated ability to establish and maintain effective relationships with customers
• Proven ability to maintain composure in stressful situations
• Excellent listening skills with demonstrated ability to obtain key information to assess customer needs and resolve problems
• Excellent planning, organizational and decision-making skills
• Ability to work in a team, sharing ideas and workload; proven adaptability to change direction in response to changes in procedures, processes, and business imperatives
Behaviours:
• Customer-First mind set
• Growth + CX + Curious Mindset
• Influencer
• Executes effectively for customers
• Solves for business outcomes and timelines
• Builds strong teams
• Makes effective decisions
• Demonstrates patience and perseverance
• Demonstrates self-awareness
• Acts with integrity and ethics
• Encourages diversity of thought and respects cultural differences
• Has the vision and passion to inspire and coach others
Applications should be sent to talents@unionbankng.com
