Shape the Future of Customer Experience: Join First Bank of Nigeria as CX Measurement and Reporting Manager
Are you a visionary leader passionate about enhancing customer experience? First Bank of Nigeria Limited (FirstBank) is excited to announce an opportunity for a talented individual to join their team as the Customer Experience (CX) Measurement and Reporting Manager. This role is crucial for driving FirstBank’s customer-centric initiatives and ensuring that the bank’s services exceed customer expectations.
About FirstBank
As Nigeria’s largest financial institution, FirstBank has a long-standing reputation for excellence in banking services. With an extensive network of branches and a commitment to innovation, FirstBank continues to lead the way in delivering superior financial solutions across Africa and beyond.
Role Overview
The CX Measurement and Reporting Manager will play a pivotal role in shaping FirstBank’s customer experience strategy. You will lead initiatives to advocate for the customer’s perspective in major business decisions and ensure that customer feedback is effectively utilized to drive improvements and enhance satisfaction.
Key Responsibilities:
- Team Leadership: Inspire and manage a team dedicated to representing the customer’s perspective in business decisions. Develop and implement a plan for sharing customer insights at the executive level, including regular customer stories that highlight areas for growth and opportunities for enhancing loyalty.
- Customer Satisfaction Oversight: Act as the custodian of FirstBank’s Customer Satisfaction scores. Develop action plans based on feedback, monitor results, and create frameworks for prioritizing improvement actions.
- Metrics and Analysis: Identify and implement customer experience metrics that measure perception, behavior, and outcomes. Conduct rigorous quantitative and qualitative analyses of customer feedback and pain points to continuously innovate and improve.
- Feedback Management: Develop and refine processes for reacting to customer feedback, resolving issues, and communicating actions taken to relevant customer segments.
- Organizational Influence: Drive a customer-centric culture across the organization by implementing strategies that encourage business units to act on customer feedback. Stay abreast of best practices from customer-focused industries and integrate them into FirstBank’s approach.
- Reporting and Communication: Develop and present reports on customer experience initiatives and performance. Liaise with various stakeholders to achieve customer experience objectives and rectify any failures.
- Project Management: Create and manage a master work plan covering key tasks, timelines, responsibilities, and project statuses. Develop quarterly and yearly plans for gathering customer insights and implement improvement initiatives.
- Data Management: Take ownership of data collation, validation, and analysis for customer experience measurement. Ensure the reliability and quality of data used for reporting and strategy development.
- Strategy Development: Utilize customer, market, and organizational intelligence to develop innovative strategies that adapt to changing customer preferences and market trends.
What We’re Looking For
To be successful in this role, you should have:
- Educational Qualifications: A minimum of a bachelor’s degree in any discipline. A master’s degree or professional qualifications in business management and customer service would be an added advantage.
- Experience: At least 7 years of banking experience with a minimum of 2 years in a similar role. Experience in managing transformation projects, change management, or strategic initiatives is highly desirable. Proven supervisory or leadership experience and expertise in process development and improvement are also essential.
Why Join FirstBank?
This is an exceptional opportunity to lead FirstBank’s customer experience efforts and make a significant impact on how the bank engages with its customers. You will be part of a dynamic team that values innovation, customer satisfaction, and excellence.
Application Details
If you’re ready to take on this exciting challenge, apply by August 5, 2024. The position is based at Samuel Asabia House, Lagos. To apply, click here to submit your application online.
Seize the opportunity to shape the future of customer experience at FirstBank and drive meaningful change in one of Nigeria’s leading financial institutions. Apply now and be a part of our journey towards excellence!