Head, Experience Design & Innovation at United Bank for Africa Plc (UBA)

Head, Experience Design & Innovation at United Bank for Africa Plc (UBA)

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United Bank for Africa Plc (UBA) is one of Africa’s leading financial institutions, with operations in 19 African countries and 3 global financial centres: London, Paris and New York. From a single country organisation founded in 1949 in Nigeria UBA has grown to become a pan-African provider of financial services with over 11 million customers, through close to 1000 business offices and touch points globally.

We are recruiting to fill the position below:

Job Title: Head, Experience Design & Innovation

Location: Nigeria
Job Type: Full-time

Job Profile
We are looking to hire a talented and experienced individual to drive customer experience as Head, Experience Design & Innovation. The ideal candidates must have:

  • Minimum of 7 years’ experience in Customer Experience function
  • Digital savviness
  • Experienced in Design Thinking
  • Project management
  • Lean Six Sigma qualification will be an added advantage

Job Objective(s)

  • Develop and deploy systematic actioning on customer experience insights by cross-functional representatives, to prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value
  • Provide oversight into the various CX improvement initiatives and provide guidance and prioritization through the platform of the governance structure
  • Provide oversight to ensure cross-functional teams work together and share responsibilities for improvement
  • Monitor progress of the initiatives towards meeting business objectives and desired outcomes based on agreed preventive and corrective actions to be taken
  • Provision of regular updates on Process Change
  • Guide team in effective client issues resolution and handle any escalations
  • Development and delivery of a comprehensive CX Improvement Programme, which could include customer service, infrastructure and process change

Minimum Education Qualifications

  • Bachelor’s Degree in any discipline

Previous Work Experience Requirements:

  • Minimum of seven (7) years’ work experience
  • Insight orientated understanding of complex data trends and using these to inform CX improvement & innovation.

Skills Required:

  • Talent to communicate both verbal and written with technical and non-technical audiences alike
  • 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

Knowledge:

  • 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

Application Closing Date
Not Specified.

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