Head, Experience Design and Innovation at United Bank for Africa (UBA)

Job Description

• We are currently sourcing for a Talented and experienced individual to drive customer experience as Head, Experience Design & Innovation.

Job Objective

• 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 & Responsibilities

• 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.

Qualification and Experience

• First Degree in any discipline
• Minimum 7 years’ work experience
• Insight orientated understanding of complex data trends and using these to inform CX improvement & innovation.
• Digital savviness
• Experienced in Design Thinking and design
• Project management
• Lean Six Sigma qualification will be an added advantage.

Knowledge Required:

• Change management experience gained within a large / complex operational business environment.
• Product Knowledge and Experience.
• Deep understanding of Customer Experience and the emerging trends, strategies and capabilities across all channels.
• Ability to optimize or redesign process flows to meet project requirements.

Skills Required:

• Talent to communicate – both verbal and written – with technical and non-technical audiences alike
• Outstanding customer and people relationship skills
• Good use of Microsoft Office Suite especially Excel and PowerPoint.
• Result and action-oriented
• Action driven focused on making all Customer Team initiatives practical for the front-line and driving these to successful conclusions
• Innovative thinking

Behavioral Expectations:

• High degree of professional ethics, integrity and responsibility
• Team leader with ability to work under pressure and ability to work with a wide variety of people and maintain excellent business relationship
• High sense of confidentiality and discreteness