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

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 and Innovation

Location: Lagos, Nigeria

Job Description

• We are currently sourcing for a Talented and experienced individual to drive customer experience as Head, Experience Design & Innovation.

Job Objective

• 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.

Roles & Responsibilities

• Provide oversight into the various CX improvement initiatives and provide guidance and prioritization through the platform of the governance structure.
• 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.
• 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.

Qualification and Experience

• First Degree in any discipline
• Minimum 7 years’ work experience
• Insight orientated understanding of complex data trends and using these to inform CX improvement & innovation.
• Digital savviness
• Experienced in Design Thinking and design
• Project management
• Lean Six Sigma qualification will be an added advantage.

Knowledge Required:

• 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.

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

Behavioral Expectations:

• High degree of professional ethics, integrity and responsibility
• Team leader with ability to work under pressure and ability to work with a wide variety of people and maintain excellent business relationship
• High sense of confidentiality and discreteness

Deadline: Tuesday, 24th August, 2021.

How to Apply
Interested and qualified candidates should send their updated Resume to: careers@ubagroup.com with the role as the subject matter.