United Bank for Africa is looking for Experience Design & Innovation Officer.
Department : Customer Experience
Reporting Line : Head Customer Experience
Location : UBA Cameroon
Objectives :
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 & Responsabilities :
- 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
Key Performance Indicators
- 100% Stakeholders engagement and implementation of Key improvement initiatives.
- Achieve 90% Customer Satisfaction rating
- Achieve a Net Promoter Score of >10
- Achieve a Customer Effort Score of <=3
- 30% reduction in Customer Complaint across all channels
Knowledge required :
- Customer journey mapping
- Data Analysis
- Product and process Knowledge
- Proficient in MS packages
Skills required:
- Problem Solving
- Project Management
- Attention to details
Attributes :
- Initiative
- Goal Oriented
- Organized
- Customer Centric
Qualification :
- First degree in any field
Experience :
- 1-year experience as an Operations personnel.
- Innovative thinking
Application submission
Candidates should send their resume and motivation letter to hcmrecruitcameroon@ubagroup.com, with the heading “EXPERIENCE DESIGN & INNOVATION OFFICER ”
If you do not receive any response 01 month after this publication, kindly consider your application as non-accepted for this time.
Deadline: April 27, 2023 at 5:00PM.
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