Website Union Bank
Union Bank of Nigeria Plc was established in 1917, as a full-service commercial bank that caters to the retail and commercial needs of individuals, small and medium-sized companies, and major corporations.
Job Title: Insight Manager
Job ID: IM68873
Job Type: Full Time
Location: Union Bank | Lagos
Responsible for identifying and driving implementation of opportunities to improve customer experience on a continuous basis, leveraging defined customer journey maps and insights from customer and market feedback.
Duties & Responsibilities:
§ The Insights & Strategy Manager will report to the Head, Customer Experience Management and play a key role in driving consistent customer experience across all touch points with identified strategy.
§ Develop the bank’s Customer Experience strategy and support strategic initiatives developed from research, focus groups analysis and recommendation development.
§ Establish communications and influence members of senior management of different business areas
§ Support the development of board and senior management presentations including research related to Customer Experience through Acumeni VOC Survey & NPS indicators in the banking industry and competitive landscape, emerging trends, etc.
§ Coordinate daily tracking/analysis of customer and market feedback across internal and external sources (MS reports, Experience Champions, focus groups, strategy reports)
§ Leverage feedback data to identify opportunities to improve customer experience across all business segments and service touch points
§ Engage with stakeholders to determine and agree initiatives, solutions, product, system or process changes required to translate opportunities into customer experience outcomes
§ Drive end-to-end implementation of required changes.
Participates in the building of strategies to maximize automation, staff productivity, and customer satisfaction.
A Good Degree in Any Discipline.
A minimum of 5 years experience in a Financial Institution.
To apply for this job please visit select.alldayhr.com.