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TEAM LEAD SEGMENTATION – Job Description
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- Responsible for Customer segment group research including extracting customer data and analyzing profiles to determine market segment requirements.
Responsibilities
- Review subject-matter expertise on leading practice frameworks for understanding customer engagement and behavior.
- Ensure the delivery of excellent customer experience by the company’s vision and leading practices, across its various segments and products
- Define segment-specific customer experiences to deliver tailored products & services in a bid to enhance customer loyalty and retention
- Generate key insights from Segment and product analytics to enhance personalization and customer-channel interaction
- Conduct segment analytics to consistently seek ways to improve interaction points for constant optimization and reinvention.
- Develop personalized experienced and service levels targeted to each customer segment and steer into the proposition development team
- Apply design thinking in mapping and creating seamless customer journey insights for all segments and products
- Review the segment performance and satisfaction metrics for defining excellent relationships steer with the customer
- Review Performance data to monitor the adoption of customer experience standards across all our products and segments
- Create performance dashboards on power BI to derive insights and drive business process improvement initiatives to steer implementation across products and segments
- Ensure appropriate Management Information is available to support the CX Group and the Bank (Monthly, Quarterly, Annual, etc. reports)
- Review the Voice of the Customer (surveys, social media, interactive sessions, etc.) and provide insights on key drivers to enhance the Customers Experience.
- Map SBU, VOC, and CRM Analytics to get overall insights and a global view of segment performance in the Bank.
- Perform other duties as assigned by the Unit Head, insights and analytics, and the Chief Customer Experience Officer
- Conduct the review, research, analysis, and comparison of the competitive landscape, leading practices, and drivers of customer experience in the industry
Qualifications
- Minimum of bachelor’s degree qualified in any discipline
- Any CX certification is a plus
- Minimum of 4 year’s related experience in customer experience; at least 4 years experience in a Bank/Financial Institution
- Demonstrated leadership skills from vision setting to strategy definition.
- Accustomed to public speaking and engagement both internally and externally
- Demonstrated ability to multi-task and focus on multi-projects delivery
- Significant experience in client-facing roles requiring stakeholder engagement and executive influence
Location: Lagos, Nigeria
For More Information: TEAM LEAD SEGMENTATION
