First Bank of Nigeria Limited (FirstBank) is Nigeria’s largest financial services institution by total assets and gross earnings. With more than 10 million customer accounts, FirstBank has over 750 branches providing a comprehensive range of retail and corporate financial services. The Bank has international presence through its subsidiaries, FBN Bank (UK) Limited in London and Paris, FBNBank DRC, FBNBank Ghana, FBNBank Gambia, FBNBank Guinea, FBNBank Sierra-Leone and FBNBank Senegal, as well as its Representative Offices in Johannesburg, Beijing and Abu Dhabi.

We are recruiting to fill the position below:

Job Title: Head, CX Strategy, Insights and Governance

Job Identification: 1200
Location: Lagos
Job Schedule: Full time

Duties and Reponsibilities

• Provide subject matter expertise on technology and data-driven business solutions, leveraging best practices from externally and internally derived insights to drive positive value for customers.
• Serve as resource member across all CX related projects driving adherence to timelines, milestones, and cross functional collaboration for successful implementation.
• Plan and manage EMC meetings, schedule, cascade action points and stakeholders’ collaboration.
• Work with stakeholders to identify CX improvement initiatives to drive implementation.
• Drive coordination of First Customer activities across the bank to drive adoption, value realization etc.
• Instruct new users on the application and train existing users on best practices & new functionality.
• Develop, deploy, and maintain training materials and programs on First Customer.
• Manage the proper analysis of customers’ data on product uptake and usage across all products to establish customer engagement opportunities for internal processes or product reviews.
• Creation and management of an integrated insights capability.
• Execute the annual retail customer re-segmentation.

Job Requirements

• MBA or any advanced degree in business, computer science or information studies
• BSc in Statistics, Mathematics, Engineering, Finance, Business Science, Informatics, or any numerate discipline
• Minimum experience – 10 years relevant experience in the Banking or other relevant Industry.

Application Closing Date
6th November, 2024.