Head, Experience Design and 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 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.
  • 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.

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

Application Closing Date
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.

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