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Graduate Trainee - Analyst, Strategy & Customer Solutions (S&CS)
Lagos
• Nigeria
Profession (Financial Services)
Industry (Customer support, client care)
Seniority (Customer support, client care, Financial Services)
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Financial Services
Description
1. Experience
○ 1-3 years in fintech/digital SASS product management, with focus on customer service systems.
2. Hard Skills
○ Proficiency in prototyping (Figma/Axure) and PRD documentation for complex workflows.
○ Understanding of contact center technologies (IVR, CTI) and API integrations.
Responsibilities
1. End-to-End Product Ownership
○ Design and optimize SASS customer service solutions (e.g., intelligent chatbots, voice response systems) for internet banking platforms.
○ Define product roadmap for customer support tools, focusing on efficiency and user satisfaction metrics
2. Cross-Functional Collaboration
○ Bridge technical (R&D/AI teams) and operational (customer support centers) requirements for seamless implementation.
3. Data-Driven Optimization
○ Analyze user feedback and behavior data to refine self-service features and reduce human-agent dependency.
○ Monitor key performance indicators (KPIs) such as first-call resolution rate and average handling time.
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