Recrutement à United Bank for Africa

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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