Head, CX Strategy, Insights and Governance Job at First Bank of Nigeria Limited

First Bank of Nigeria Limited, the premier Bank in West Africa with its impact woven into the fabric of society.

Head, CX Strategy, Insights and Governance Job Summary

Job Description

DUTIES & RESPONSIBILITIES

• Provide subject matter expertise on technology and data-driven business solutions, leveraging best practices from externally and internally derived insights to drive positive value for customers.
• Serve as resource member across all CX related projects driving adherence to timelines, milestones, and cross functional collaboration for successful implementation.
• Plan and manage EMC meetings, schedule, cascade action points and stakeholders’ collaboration.
• Work with stakeholders to identify CX improvement initiatives to drive implementation.
• Drive coordination of First Customer activities across the bank to drive adoption, value realization etc.
• Instruct new users on the application and train existing users on best practices & new functionality.
• Develop, deploy, and maintain training materials and programs on First Customer.
• Manage the proper analysis of customers’ data on product uptake and usage across all products to establish customer engagement opportunities for internal process or product reviews.
• Creation and management of an integrated insights capability.
• Execute the annual retail customer re-segmentation.

JOB REQUIREMENTS

EDUCATION

• MBA or any advanced degree in business, computer science or information studies
• BSc in Statistics, Mathematics, Engineering, Finance, Business Science, Informatics, or any numerate discipline

EXPERIENCE

Minimum experience – 10-years relevant experience in the Banking or other relevant Industry
Job Info

HOW TO APPLY

Head, CX Strategy, Insights and Governance at First Bank of Nigeria Limited