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Customer support, client care Jobs in Nigeria

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First Bank of Nigeria Limited

Head, Customer Experience - Comms & Engagement

Lagos, Nigeria

12 days remaining

MacTay Consulting

Contact Center Personnel

Lagos, Nigeria

16 days remaining

MacTay Consulting

Call Center Agent

Lagos, Nigeria

3 months remaining

Moniepoint Incorporated

Customer Success Representative (Katsina)

Katsina, Nigeria

7 days remaining

Radisson Hotel Group

Server / Waiter / Waitress

Lagos, Nigeria

6 days remaining

Invent Alliance Limited

Contact Center Intern

Lagos, Nigeria

11 days remaining

MTN Nigeria

Officer - Customer Operations

Kano, Nigeria

2 days remaining

Moniepoint Incorporated

Customer Success Representative - Osun

Lagos, Nigeria

5 days remaining

Brainshare Technologies

Customer Service Specialist

Lagos, Nigeria

4 days remaining

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Kadick Integrated Limited

Customer Helpdesk Team Lead

Lagos, Nigeria

26 days remaining

Country / Region

Africa
Kenya
Uganda

Fuzu

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© Fuzu Ltd 2024

Head, Customer Experience - Comms & Engagement

Closing: May 16, 2024

12 days remaining

Published: May 3, 2024 (1 day 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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Customer support, client care jobs

Financial Services industry jobs

Mid-level jobs

Jobs in Lagos

Jobs in Nigeria

Customer support, client care jobs in Lagos

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