Job Summary:
Continuously monitor and measure customers’ experience on all UBN digital platforms, in comparison to trends in the industry. Responsible for analyzing and optimizing our digital experiences to drive user engagement, conversion, and customer satisfaction. This role will bridge the gap between data analysis, user experience, and business outcomes.
Duties & Responsibilities:
• Utilize various digital analytics tools to track and analyze customer interactions on the bank’s digital platforms.
• Conducts research to better understand the digital customer and its ecosystem, what the customer values and how to deliver a differentiated experience to the customer
• Generate insights from customer data to identify trends, patterns, and areas for improvement in digital experiences.
• Collaborate with the relevant teams to increase acquisition and retention of customers by creating stickiness with the user experience on digital channels
• Work with all stakeholders to establish metrics for tracking interaction with customers across all digital platforms.
• Monitor key performance indicators (KPIs) for digital channels to ensure they meet business objectives and customer satisfaction goals.
• Support Ad hoc requests for Digital User Experience and Marketing teams by developing reports from both structured and unstructured surveys and studies.
• Keep abreast of industry trends, emerging technologies, and best practices in digital customer experience.
• Ensure alignment between digital experience and business objectives on digital processes, services and products.
• CX Strategy & Metrics
• Organizational 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
• Expert level skills with the Microsoft Office Suite especially Microsoft Excel
• 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
