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Customer support, client care jobs in Lagos, Nigeria
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First Bank of Nigeria Limited
Head, Customer Experience - Comms & Engagement
Lagos, Nigeria
Airtel Nigeria
CLOSEDCustomer Service Application Subject Matter Expert (SME)
Lagos, Nigeria
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NielsenIQ
CLOSEDCustomer Success Executive
Lagos, Nigeria
Closing: May 16, 2024
8 days remainingPublished: May 3, 2024 (6 days ago)
Job Requirements
Education:
Work experience:
Language skills:
Job Summary
Contract Type:
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Job Requirements
- Minimum Education: First Degree in related discipline, Higher Degrees / Professional Certification, etc.
- Minimum experience: 10 years relevant experience in the Banking or other relevant Industry.
Key Competency Requirements:
Knowledge:
- Strong social media presence
- Experience in proactively driving communications outcomes and providing insightful counsel
- Ability to develop and establish relationships with Executive leadership, and internal business partners across a global organization
- Experience in successfully articulating concepts and complex information in a concise manner through presentations, written communication, and various channels
- Experience in developing executive communications to both internal and external audiences
- Superior writing, editing and verbal communication skills
- Strong PowerPoint presentation skills, including ability to illustrate concepts visually
Skill / Competencies:
- Ability to communicate complex and detailed information simply and effectively
- Excellent presentation, oral, written and interpersonal communications skills to effectively interact and consult with senior management and shop floor staff
- Demonstrated ability to understand and apply communications and engagement best practices to drive employee participation in CX activities
- Experience with transformational organizational change efforts
- Experience leading teams and demonstrating direct and influential leadership skills with transformational organizational change efforts
- Highly effective communication and consulting skills
- Strong quality orientation and attention to detail
- Strong relationship and influencing skills.
Responsibilities
Job Requirements
- Minimum Education: First Degree in related discipline, Higher Degrees / Professional Certification, etc.
- Minimum experience: 10 years relevant experience in the Banking or other relevant Industry.
Key Competency Requirements:
Knowledge:
- Strong social media presence
- Experience in proactively driving communications outcomes and providing insightful counsel
- Ability to develop and establish relationships with Executive leadership, and internal business partners across a global organization
- Experience in successfully articulating concepts and complex information in a concise manner through presentations, written communication, and various channels
- Experience in developing executive communications to both internal and external audiences
- Superior writing, editing and verbal communication skills
- Strong PowerPoint presentation skills, including ability to illustrate concepts visually
Skill / Competencies:
- Ability to communicate complex and detailed information simply and effectively
- Excellent presentation, oral, written and interpersonal communications skills to effectively interact and consult with senior management and shop floor staff
- Demonstrated ability to understand and apply communications and engagement best practices to drive employee participation in CX activities
- Experience with transformational organizational change efforts
- Experience leading teams and demonstrating direct and influential leadership skills with transformational organizational change efforts
- Highly effective communication and consulting skills
- Strong quality orientation and attention to detail
- Strong relationship and influencing skills.
Duties & Duties
- Working closely with 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.
- 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 manage team member CX engagement bank-wide events/projects such as CX day, CSW week, CX Webinars etc.
- Ensure the ultilisation of, and continuously evolving, best-in-class methodology to shorten the change curve (continuously learning touchpoints, cultural reinforcement, champion development, visibility/transparency).
- Co-develop the enterprise CX communication strategy and craft value proposition communication to the various customer segments - Social Media, Campaigns, Events, etc.
- Under the direction of the C-CXO, lead the execution and timing of the CX change management plan.
- Serve as lead facilitator and CX change management expert across processes, procedures/policies and products.
- Develop flexible and sustainable communications and engagements solutions as necessary (blogs, newsletters, CX videos, CX content portal, CX catalog, CX behavior reinforcement/recognition programmes, events, sponsorships etc.
- Engage with customers on any channel: responsive and branded email surveys, web intercepts, mobile in-app feedback, SMS and messaging channels, social feedback and reviews, IVR systems, call and chat transcripts etc.
- Develop and support the deployment of educational content and resources tailored for both senior leaders and mid-level managers to ensure CX maturity path evolution (e.g. how to use CX tools to drive needed change and achieve KPIs.
- Set CX measurable goals and lead performance CX change accountability.
- Identify CX investments and resources.
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