Vacancy title:
Country Head Customer Experience
Jobs at:
United Bank for Africa (Z) LtdDeadline of this Job:
Wednesday, January 22 2025
Summary
Date Posted: Friday, January 17 2025, Base Salary: Not Disclosed
JOB DETAILS:
The key responsibilities for this role include but are not limited to the following:
Drive the various CX improvement initiatives and ensure compliance with Customer Experience standards as defined by Group Office
Identify Customer Experience innovations for ROA and ensure implementation
Monitor and track process efficiency and provide customer experience reports on country performance across defined metrics
Manage the customer feedback management process and ensure implementation of recommendations
Enforcing Enterprise SLA’s and sanctions management and advocate for “Customer 1st” in every consideration of business and service delivery
Champion opportunities to consistently Improve the UBA customer experience and Test new strategies for driving customer value optimization
Identify Customer Experience failures across people, process and technology and drive service initiatives to implement process improvement
Champion the development of Customer Journey mapping and implementation across all touchpoints
Continuously improve experience across all customer touch points and ensure business policy is updated to accommodate any changes
Key Performance Indicators
100% execution of CX functions
100% execution ad hoc assignments
Generate process change and drive the improvement of processes and metrics for better customer experience
Develop and deliver innovative strategies that will structure an improved Customer Experience of the future that meets the bank’s CX objectives
Maintain high customer satisfaction rating
Top 3 in KPMG BICSS Customer satisfaction index in country of supervision
Competencies and key skills
Change management experience gained within a large / complex operational business environment
Product Knowledge and Experience
Deep understanding of Customer Experience and the emerging trends, strategies, and capabilities across all channels
Ability to optimize or redesign process flows to meet project requirements
Talent to communicate – both verbal and written – with technical and non-technical audiences alike
Leadership Skills
Outstanding customer and people relationship skills
Good use of Microsoft Office Suite especially Excel and PowerPoint
Result and action-oriented
Action driven focused on making all Customer Team initiatives practical for the front-line and driving these to successful conclusions
Innovative thinking
Education requirements and experience
Bachelor’s degree in any discipline
Professional certifications in relevant fields
Grade 12/ O Level certificate with a minimum of 5 credits including Mathematics and English
Minimum of five (5) years’ work experience
Insight orientated understanding of complex data trends and using these to inform CX improvement & innovation
Work Hours: 8
Experience in Months: 60
Level of Education: Bachelor Degree
Job application procedure
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