CX Business Partner at Access Bank
Access Bank Plc is a full service commercial Bank operating through a network of about 366 branches and service outlets located in major centres across Nigeria, Sub Saharan Africa and the United Kingdom. Listed on the Nigerian Stock Exchange in 1998, the Bank serves its various markets through 4 business segments: Personal, Business, Commercial and Corporate & Investment banking. The Bank has over 830,000 shareholders including several Nigerian and International Institutional Investors and has enjoyed what is arguably Africa's most successful banking growth trajectory in the last ten years ranking amongst Africa's top 20 banks by total assets and capital in 2011. As part of its continued growth strategy, Access Bank is focused on mainstreaming sustainable business practices into its operations. The Bank strives to deliver sustainable economic growth that is profitable, environmentally responsible and socially relevant.
Description
Drive the overall customer experience strategy for the Retail business units of Access Bank Nigeria to create and deliver a seamless customer experience.
Take full ownership and responsibility for driving the delivery of the customer experience across all touchpoints while ensuring the service culture is embedded in the Retail business unit to drive excellence in both development and delivery of customer journeys.
Functions & Responsibilities
Service Strategy
Communicate the overarching customer centric strategy to Retail business unit.
Communicate service framework to Retail business unit to ensure common understanding of CX purpose, service standards and expected service behaviours.
Ensure Core-CX governing practices is communicated to the Retail business unit and buy-in is secured.
Work with the business unit to understand their strategy and articulate the CX sub-strategy with full roadmap.
Drive the relationship with the BU CX partner to ensure a unifying strategy in managing CX expectations and outcomes.
Develop full Customer Journeys and micro-journeys catalogue.
Service Culture
Enforce the CX KPIs to be measured and tracked weekly by Business Units
Engage front line and back-office staff to ensure CX standards and behaviours are adhered to and reframe their mandates.
Provide adequate training and coaching methodology.
Provide Insights to the business units to compel systematic actions in CX improvement and product offerings adaptation/creation.
Identify the critical customer journeys and drive customer segmentation to deliver personalized service based on convenience and preferred communication platform
Collaborate with all disciplines to improve customer experience that will in turn deliver a positive P&L impact.
Brand Ambassador and Customer Advocate
Serve as the customer voice in all decisions related to products and services
Own the customer journeys and carry out audits with customers to identify gaps and pain points and provide insights into potential business added value
Drive the systematic problem identification and problem solving across the organization
Ensure appropriate CX recovery is put in place while driving the ownership in the front-line staff in terms of CSAT
Ensure 360 feedback loop is performed with real time tracking and solving
Develop the customer communication plan on all critical touchpoints to increase transparency and reduce unnecessary friction due to lack of information
Participate in CX committees as needed
Communicate trends in the industry to inform ongoing customer experience decisions and ensure best practice transfer.
Stakeholder Management
Drive cross functional engagement with the Retail Business Unit to identify key processes for improvement.
Ensure stakeholder mapping for effective engagement for CX initiative delivery and tracking.
Influence the stakeholder management across the Retail business unit to ensure CX is central to the team performance.
Hold Retail Business Unit accountable for CX and ensure ownership of customer journeys
Attend, coaching, and appraisal from Head CX partners for Nigeria
Collaborate with the CX Lead for Nigeria to ensure the Retail Business Unit’s key critical customer journeys are followed to ensure CX Group cohesion
Requirements
Qualification & Minimum Experience Requirements
Minimum of bachelor’s degree in Marketing, Business, Product Development, or similar discipline. Banking experience is a plus
5 years working in a client engagement or client services role with at least 2 years at a supervisory level
Demonstrated skills for roadmap implementation.
Accustomed to public speaking and engagement both internally and externally
Demonstrated ability to multi-tasks.
Significant experience in client facing role requiring stakeholder engagement.
Demonstrate exceptional cross functional engagement and stakeholder management skills.
Skills / Competence Requirements
Required Knowledge, Skills & Abilities
Empathetic change enabler
Ability to drive collaboration at all levels
Solid Customer Orientation, Core understanding of LCM and customer needs
Solid grasp of Insights as a CX driver
Solid Experience in CRM practices
Commitment to company values and vision
Strategic thinking and foresight as well as functional understanding of journey mapping, profiling, segmentation, and analytics interpretation
Data driven mindset with aptitude for tech
Excellent time management and prioritization
Ability to translate business objectives
Ability to work with a diverse group of people
Ability to influence at C-suite and below
Strong consultation, facilitation, and negotiation communication skills
Represent the company in external contexts
Generic Skills
Strategic Focus/ Orientation
Integrity and Discretion
Initiative/ Proactive
Entrepreneurship
Analytical skills / Problem solving
Resilience, Tenacity, and Integrity
Interpersonal skills
Communication (oral & written)
Strong attention to detail
Result oriented with a Can-do attitude.
Management Skills
Manage by Objectives and Key Results
Leadership
Coaching
Mentorship / Influencing
Motivation
General administration