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TEAM LEAD, INSIGHTS – Job Description
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- Empower CX Key stakeholders and Executives with data-driven leverage insights to allow them to apply changes that will deliver experiences that delight customers and leverage innovations.
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 channels
- Apply design thinking in mapping and creating seamless customer journey insights via all touchpoints
- Review the performance and satisfaction metrics for defining excellent relationships with the customer
- Conduct the review, research, analysis, and comparison of the competitive landscape, leading practices, and drivers of customer experience in the industry
- Measure current state CX metrics and gaps vs. capabilities/offering
- Leverage business intelligence analytics to derive insights and drive business process improvement initiatives to steer implementation across channels and journeys
- Review customer’s behavior and activity analytics and derive insights on key drivers to enhance the customer experience across processes and services
- Review Performance data to monitor, and adopt customer experience standards across all our customer journeys, business processes, and touchpoints
- Create performance dashboards on power BI to derive insights and drive business process improvement initiatives to steer implementation across channels and journeys
- 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 Customersbehavior Experience.
- Map SBU, VOC, and CRM Analytics to get overall insights and a global view of the Customer’s experience in the Bank.
- Perform other duties as assigned by the Unit Head, insights and analytics, and the Chief Customer Experience Officer
Qualifications
- Minimum of bachelor’s degree qualified in any discipline
- Any CX certification is a plus
- Minimum of 6 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, INSIGHTS
