First Bank of Nigeria Limited (FirstBank), a financial services institution, is hiring Customer Experience Officers in Lagos.

DUTIES & RESPONSIBILITIES

- Develop customer journeys across the various touch points and identify improvement areas.

- Develop business case for improvement initiatives to close process gaps identified.

- Shape, develop and bring to market compelling consumer propositions.

- Conduct customer, market and competitive study, focus groups and business analysis of customer

to product portfolio and analytics to provide market insights, trends and developing compelling

value proposition and business initiatives.

- Follow up to ensure implementation of existing product enhancement projects.

- Develop new and existing regulatory and group guideline project in relation to product proposition

Implementation.

- Keep track of market movements and competitor offerings.

- Complete follow-up of product project(s) to test success.

- Monitor, track and report on Customer Experience initiatives milestones and deliverables to ensure

objectives are met.

- Review Customer Experience standards across customer touch points to ensure consistency and

uniformity.

- Keep abreast of new products and services ensuring that Customer Experience standards are

adhered to.

- Conduct project post mortem reviews and make recommendations to identify successful and

unsuccessful project elements.

- Identify service knowledge gaps and make recommendations to improve them.

- Continuously appraise internal processes required to enhance Customer Experience.

- Prepare periodic reports on Customer Experience standards across touch points.

- Monitor, report and follow up on service standard failures.

- Communicate Customer Experience standards and updates.

Education<

- Minimum of Bachelor’s degree in any numeric related field.

Experience

- Minimum of 2 years in Customer Experience function.

KEY COMPETENCY REQUIREMENTS

Knowledge

- Project management.

- FirstBank products.

- A FirstBank customer experience delivery /operations process is desirable.

- Customer experiences best practices.

- Knowledge of data gathering techniques.

- Customer Relationship Management.

Skill/Competencies

- Customer Service.

- Customer Relationship Management.

- Creative Skills.

- Problem solving ability.

- Communication/Presentation skills.

- Data gathering and Analytics.

- Effective time management and prioritization skills.

Method of Application

Interested and qualified candidates should click here to apply.