Insight Manager

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

Experienced: Hire

Description
Job Summary:

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.

Requirements

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.

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