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 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.
Method of Application
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