Regional Head, Customer Experience - Ecobank

The role is responsible for developing and implementing a customer centric strategy that drives business growth, customer loyalty and retention. This role requires a deep understanding of customer needs, preferences and behaviours, as well as the ability to lead cross-functional teams and drive organizational change.

The role holder will also have to manage and take ownership of the Group’s strategy of transforming Customer Experience whilst ensuring that local customer expectations as well as the Bank’s business objectives are aligned.

JOB CONTEXT

Collaborate with senior leaders to develop and deploy a comprehensive customer experience strategy that aligns with business objectives. It involves the use of customer experience metrics, research and analysis to provide Management with customer feedback, preferences and behaviours for effective business decisions whilst managing budgets as required.

Main Responsibilities

Strategic Level

• Drive and own the Customer Experience strategy and execution roadmap / Govern the end-to-end strategy to ensure accountability for results
• Lead customer experience governance forums to drive advancement of customer experience strategy through developing relevant agendas, coordination with stakeholders across the organization and driving implementation of the actions agreed upon by these forums
• Facilitate the implementation of leading practice strategies, and processes to support a best-in-class customer experience across all units in the affiliate
• Manage strategic priorities for the affiliate as it relates to customer experience
• Advocate for customer-centric business decision-making in the affiliate
• Identify areas for improvement in business processes and technology

Customer Management

• Champion the delivery of excellent customer experience in accordance with the Bank’s vision and leading practice across the affiliate
• Apply design thinking in mapping and creating seamless customer journeys across the Bank’s channels
• Drive the institution of metrics that measure customer experience and engagement along all touch points within the affiliate
• Oversee in-depth complaint analysis and root-cause resolution efforts to help identify opportunities that bring substantial improvements to customer experience by reducing drivers of complaints across products, processes and policies
• Lead targeted efforts to redesign customer experience and create opportunities to “surprise and delight” customers and drive promotion in order to ensure customer retention and loyalty / Partner closely with segment, product and channel teams to execute changes
• Direct the roll out of initiatives that build a solid understanding of how actions throughout the business affect customer loyalty and influence the direction of those actions
• Present dynamic reports that provide a holistic view of customer experience across the affiliate and the expected positive developments

Team Management and Leadership

• Drive accountability for customer experience across the organization / Develop customer experience KPIs across all levels of leadership
• Collaborate with key cross-functional stakeholders to support and promote innovative business solutions ensuring customer priorities are considered and aligned
• Foster and promote a customer-focused culture within the affiliate
• Lead the understanding and dissemination of customer experience insights and performance results across the affiliate

JOB HOLDER PROFILE

Experience & Competencies

• 12+ years relevant experience in Customer Experience management and transformation preferred / Strong track record of implementing plans to achieve business goals with clear and tangible metrics
• Minimum 2 years’ experience in project management and/or financial services
• Proven senior management experience and able to work at C-level
• Proven experience in designing and delivering human centred experiences
• A customer-centric mindset and approach / Strong record of applying a customer mindset to shape solutions and drive change/achieve business goals
• Thorough understanding of qualitative and quantitative research, journey design and agile methodologies / Understanding of CX leading practices
• Strong negotiation and relationship management skills with ability to create support and buy-in across a wide range of stakeholders
• Strong analytical, problem solving and conflict resolution skills
• Proven leadership/supervisory and people management skills
• Strong written and communication skills, conceptual ability and ability to work well with stakeholders at all levels

Mastery of Tools

• Experience or exposure to analytical tools such as Power BI, Tableau
• Proficiency in Microsoft Excel, Word, PowerPoint Point and other relevant tools
• Expert ability to build and maintain project schedules using Microsoft Project

Education

• Master level in Management or Social Sciences
• Project Management certification is a high plus
• Speaking French is a plus

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