Job Vacancy @ United Bank for Africa Plc (UBA) - Voice of Customer & Service Measurement Officer

Posted 2 years ago Posted on Customer Service

United Bank for Africa Plc (UBA) is one of Africa's leading financial institutions, with operations in 19 African countries and 3 global financial centres: London, Paris and New York. From a single country organisation founded in 1949 in Nigeria UBA has grown to become a pan-African provider of financial services with over 11 million customers, through close to 1000 business offices and touch points globally.

We are recruiting to fill the position below:

Job Title: Voice of Customer & Service Measurement Officer

Location: Nigeria
Job Type: Permanent

Job Objective

Creating a wholesome portfolio of customer experience insights and analytics that provide an integrated single view of each customer, a 360-degree view of customer experience for each segment, a delightful experience for participants, and reports that compel strategic action systematically across the company.

Roles and Responsibilities

Manage the VOC platform and ensure feedback received aids business process and product improvement.
Identify and convert detractors into advocates with a well-established service recovery plan and complaints management process.
Responsible for ensuring platform uptime and escalating issues for resolution.
Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.
Develop and deploy the right survey and measurement tools/metrics and analyse feedback to determine the level of culture adoption.
Collect information from all service touchpoints, analyse data and provide tailored insights.
Provide ad-hoc customer analyses to address specific business questions from stakeholder groups: marketing, strategy, operations, and planning.
Develop insights from international and best practice standards to align with business strategies.
Establish, track, and communicate key customer satisfaction metrics and identify opportunities to improve the customer experience along with various service touchpoints.
Develop and maintain online and social feedback tracking guidelines and procedures.
Provide data-driven recommendations for recurring VOC reports.

Qualifications

A Bachelor’s Degree in any discipline.
A minimum of three (3) years’ work experience.
Extensive Experience working on Voice of the Customer programs and tools (Medallia, ResponseTek, Qualtrics or others).

Knowledge & Skills Required:

Hands-on analytics knowledge, from reporting to advanced analytics, including statistical or modelling skills and basic understanding of related databases or CRMs.
Background in qualitative and quantitative research techniques
Customer Experience
Business and Financial analysis
Product Knowledge and Experience
Ability to communicate – both verbal and written – with technical and non-technical audiences alike
Outstanding customer and people relationship skills
Research, Data Gathering and Analytics
Social Media and Tech Savvy
Good use of Microsoft Office Suite especially Excel and PowerPoint
Result and action-oriented
Proven analytics champion capable of executing organization-wide programs as well as identifying patterns, and hypothesis-driven problem-solving.

Candidate's Profile:

Our ideal candidate must have strong quantitative data analysis skills and previous experience building Customer Journeys and Feedback Loop Programs.

What We Expect From You:

High degree of professional ethics, integrity and responsibility.
Highly organised, proactive, ability to work independently and take ownership of tasks assigned.
Team player with the ability to work under pressure and ability to work with a wide variety of people and maintain an excellent business relationship.
High sense of confidentiality and discreteness.

What You Should Expect From Us:

Our corporate culture is defined by our core values. We do not just train our people to be the best in the job, we also offer encouragement, recognition, and rewards.
Whatever level you are at in your career, we offer plenty of opportunities and support to build a rewarding career at UBA.
Here in UBA, our employees are our greatest assets and so we built a recognition and reward system that boosts productivity and enhances staff retention, instituting a culture of meritocracy.

Application Closing Date
15th June, 2022.

Method of Application
Interested and qualified candidates should:
Click here to apply online

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