Job Title: Customer Experience Officer

Customer Experience Officer: Championing Service Excellence in Lagos

Do you have a passion for creating exceptional customer experiences? This full-time role based in Lagos is the perfect opportunity for you to make a real difference at a leading bank. As a Customer Experience Officer, you'll be responsible for assessing all customer touchpoints, identifying areas for improvement, and ensuring staff adheres to the highest service standards.

Your Responsibilities

• Measure and Analyze: Conduct regular customer satisfaction surveys (internal & external) and analyze data from various sources to pinpoint gaps in service delivery.
• Develop Training Programs: Based on your findings, recommend and create training materials (curriculum & slides) to equip frontline staff (operators and marketers) with the skills to excel in customer service.
• Champion Best Practices: Research and implement industry-leading customer service initiatives to drive continuous improvement across the bank.
• Communication and Collaboration: Engage stakeholders on identified service challenges and run campaigns to educate staff across branches and departments about service measurement goals.
• Quality Assurance: Conduct periodic service audits (spot checks) at physical branches to ensure consistent service delivery and adherence to standards.
• Mystery Shopping Analysis: Review data from external mystery shopping exercises, including feedback reports, videos, and recommendations, to identify areas needing improvement.
• Action-Oriented: Conceive, initiate, and execute customer experience initiatives to address service gaps and enhance customer satisfaction.
• Reporting and Follow-up: Ensure timely delivery of service audit reports and follow up on recommendations, implementation processes, and results.
• Process Improvement: Liaise with the Business Process Re-engineering team to review and document service improvement processes.
• Stakeholder Management: Engage relevant stakeholders (departments/individuals) regarding service gaps, recommendations, implementation of improvements, and potential rewards/sanctions.

You'll be a great fit for this role if you have:

• A Bachelor's degree (any discipline)
• Strong analytical and problem-solving skills to identify trends and patterns in customer data
• Excellent communication and interpersonal skills to engage with stakeholders at all levels
• Proficiency in Microsoft Office Suite
• A passion for customer service and a dedication to continuous improvement
• The ability to write clearly and concisely
• Knowledge of basic banking products and services (preferred)

The Bank Offers:

• Competitive salary and benefits package including healthcare, parental leave, year-end bonus, professional development opportunities, dynamic work environment, company events, and leave allowance.

Join our team and play a key role in shaping a positive customer experience for the bank!