CX Engagement & Communications Manager at First Bank

First BankLagos, Nigeria Digital Marketing

Full Time

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

Working closely with Head CX engagement and strategy to curate corporate and internal communications, stay responsible for managing and executing high-impact, bank-wide communications that engage and empower our employees and customers and communicate critical information to employees and customers.
Develop a robust, comprehensive employee and customer communications plan in support of the bank’s CX strategy.
Collaborate with other stakeholders to ensure the CX change management permeates through products, processes, SOPs, decision-making.
Jointly develop and execute a CX leadership communications strategy to ensure clear and consistent messaging across the bank.
Maintain an ongoing, line of sight engagement strategy around the bank’s CX strategic goals and initiatives.
Develop a platform and process for creating messages, scripts, and presentations for senior leadership.
Distill complex information into engaging content for presentations and messages to a variety of audiences.
Ensure CX communications are consistent and integrated with external and marketing communication initiatives.
Work with stakeholders in multiple functions to align messaging for CX initiatives and programs.
Grow customer engagement across channels, maximizing opportunities across customer touchpoints.
Capture voice of the customer via the employee by enabling frontline employees to provide feedback, ideas and suggestions on the customer experience.
Leads and manages team member on CX engagement bank-wide events/projects such as CX day, CSW week, CX Webinars etc.
Ensure the utilization of, and continuously evolving, best-in-class methodology to shorten the change curve (continuously learning touchpoints, cultural reinforcement, champion development, visibility/transparency).
Co-develop and support the deployment of educational content and resources tailored for all cadre of staff to ensure CX maturity path evolution.