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Voice of Customer & Service Measurement Officer at United Bank for Africa Plc (UBA)

United Bank for Africa Plc (UBA) is one of Africa’s leading financial institutions, with operations in 19 African countries and 3 global financial centres: London, Paris and New York. From a single country organisation founded in 1949 in Nigeria UBA has grown to become a pan-African provider of financial services with over 11 million customers, through close to 1000 business offices and touch points globally.

We are recruiting to fill the position below:

Job Title: Voice of Customer & Service Measurement Officer

Location: Nigeria
Job Type: Permanent

Job Objective

  • Creating a wholesome portfolio of customer experience insights and analytics that provide an integrated single view of each customer, a 360-degree view of customer experience for each segment, a delightful experience for participants, and reports that compel strategic action systematically across the company.

Roles and Responsibilities

  • Manage the VOC platform and ensure feedback received aids business process and product improvement.
  • Identify and convert detractors into advocates with a well-established service recovery plan and complaints management process.
  • Responsible for ensuring platform uptime and escalating issues for resolution.
  • Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.
  • Develop and deploy the right survey and measurement tools/metrics and analyse feedback to determine the level of culture adoption.
  • Collect information from all service touchpoints, analyse data and provide tailored insights.
  • Provide ad-hoc customer analyses to address specific business questions from stakeholder groups: marketing, strategy, operations, and planning.
  • Develop insights from international and best practice standards to align with business strategies.
  • Establish, track, and communicate key customer satisfaction metrics and identify opportunities to improve the customer experience along with various service touchpoints.
  • Develop and maintain online and social feedback tracking guidelines and procedures.
  • Provide data-driven recommendations for recurring VOC reports.

Qualifications

  • A Bachelor’s Degree in any discipline.
  • A minimum of three (3) years’ work experience.
  • Extensive Experience working on Voice of the Customer programs and tools (Medallia, ResponseTek, Qualtrics or others).

Knowledge & Skills Required:

  • Hands-on analytics knowledge, from reporting to advanced analytics, including statistical or modelling skills and basic understanding of related databases or CRMs.
  • Background in qualitative and quantitative research techniques
  • Customer Experience
  • Business and Financial analysis
  • Product Knowledge and Experience
  • Ability to communicate – both verbal and written – with technical and non-technical audiences alike
  • Outstanding customer and people relationship skills
  • Research, Data Gathering and Analytics
  • Social Media and Tech Savvy
  • Good use of Microsoft Office Suite especially Excel and PowerPoint
  • Result and action-oriented
  • Proven analytics champion capable of executing organization-wide programs as well as identifying patterns, and hypothesis-driven problem-solving.

Candidate’s Profile:

  • Our ideal candidate must have strong quantitative data analysis skills and previous experience building Customer Journeys and Feedback Loop Programs.

What We Expect From You:

  • High degree of professional ethics, integrity and responsibility.
  • Highly organised, proactive, ability to work independently and take ownership of tasks assigned.
  • Team player with the ability to work under pressure and ability to work with a wide variety of people and maintain an excellent business relationship.
  • High sense of confidentiality and discreteness.

What You Should Expect From Us:

  • Our corporate culture is defined by our core values. We do not just train our people to be the best in the job, we also offer encouragement, recognition, and rewards.
  • Whatever level you are at in your career, we offer plenty of opportunities and support to build a rewarding career at UBA.
  • Here in UBA, our employees are our greatest assets and so we built a recognition and reward system that boosts productivity and enhances staff retention, instituting a culture of meritocracy.

Application Closing Date
15th June, 2022.

Method of Application
Interested and qualified candidates should:
Click here to apply online

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