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. Since its establishment in 1894, FirstBank has consistently built relationships with customers focusing on the fundamentals of good corporate governance, strong liquidity, risk management and leadership. Over the years, the Bank has led the financing of private investment in infrastructure development in the Nigerian economy by playing key roles in the Federal Government’s privatisation and commercialisation schemes. With its global reach, FirstBank provides prospective investors wishing to explore the vast business opportunities that are available in Nigeria, an internationally competitive world-class brand and a credible financial partner. The Bank has been named "The Best Bank Brand in Nigeria” four times in a row - 2011, 2012, 2013, 2014 - by the globally renowned "The Banker Magazine” of the Financial Times Group; and "Most Innovative Bank in Africa” in the EMEA Finance African Banking Awards 2014. FirstBank’s brand purpose is to always put its customers, partners and all stakeholders at the heart of its business, even as it is poised to standardise customer experience and excellence in financial solutions across Sub Saharan Africa, in consonance with its brand vision "To be the partner of first choice in building your future”. Our brand promise is to always deliver the ultimate "gold standard” of value and excellence. This commitment is anchored on FirstBank’s inherent values of passion, partnership and people, to position our customers first in every respect.
DUTIES & RESPONSIBILITIES
- Develop and maintain platforms and processes for crafting messages, scripts, and presentations tailored to senior leadership.
- Translate complex information into clear, engaging reports and presentation content for diverse audiences.
- Coordinate and ensure consistency in CX communications, aligning external messaging with marketing initiatives and disseminating updates regularly.
- Collaborate with stakeholders across multiple functions to align messaging and support CX initiatives and programs.
- Drive customer engagement across all channels, optimizing strategies at every customer touchpoint.
- Organize employee experience sessions through VOE, empowering frontline staff to share feedback, ideas, and suggestions about customer experience.
- Analyze results from voice of customer sessions, synthesizing feedback and suggestions to inform CX strategies.
- Plan and execute CX engagement events and projects bank-wide, such as CX Day, CSW Week, and CX Webinars.
- Support the manager in applying and evolving best-in-class methodologies to accelerate change, reinforce culture, foster champions, and promote transparency.
- Handle additional CX communication and engagement responsibilities as directed by management.
JOB REQUIREMENTS
Education
- Minimum First degree in related discipline, Higher Degrees/Professional Certification
Experience
- Minimum 3 years of experience in banking or financial services.
- Experience in Customer Experience and Customer Engagement
Method of Application
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