Country Head Customer Experience – United Bank for Africa (Z) Ltd

Job Description

Country Head Customer Experience

A Country Head Customer Experience drives the adoption and implementation of the banks’ CX strategy/initiative within the country of supervision, which is both locally owned and led, but centered on the delivery of the group’s customer experience vision, having a robust accountability framework.

This role is accountable for pulling together and reporting on all CX projects and driving continuous improvement of all initiatives that impact on Customer Experience in the country of supervision.

Responsibilities and duties

The key responsibilities for this role include but are not limited to the following:

1. Drive the various CX improvement initiatives and ensure compliance with Customer Experience standards as defined by Group Office
2. Identify Customer Experience innovations for ROA and ensure implementation
3. Monitor and track process efficiency and provide customer experience reports on country performance across defined metrics
4. Manage the customer feedback management process and ensure implementation of recommendations
5. Enforcing Enterprise SLA’s and sanctions management and advocate for “Customer 1st” in every consideration of business and service delivery
6. Champion opportunities to consistently Improve the UBA customer experience and Test new strategies for driving customer value optimization
7. Identify Customer Experience failures across people, process and technology and drive service initiatives to implement process improvement
8. Champion the development of Customer Journey mapping and implementation across all touchpoints
9. Continuously improve experience across all customer touch points and ensure business policy is updated to accommodate any changes

Key Performance Indicators

1. 100% execution of CX functions
2. 100% execution ad hoc assignments
3. Generate process change and drive the improvement of processes and metrics for better customer experience
4. Develop and deliver innovative strategies that will structure an improved Customer Experience of the future that meets the bank’s CX objectives
5. Maintain high customer satisfaction rating
6. Top 3 in KPMG BICSS Customer satisfaction index in country of supervision

Competencies and key skills

1. Change management experience gained within a large / complex operational business environment
2. Product Knowledge and Experience
3. Deep understanding of Customer Experience and the emerging trends, strategies, and capabilities across all channels
4. Ability to optimize or redesign process flows to meet project requirements
5. Talent to communicate – both verbal and written – with technical and non-technical audiences alike
6. Leadership Skills
7. Outstanding customer and people relationship skills
8. Good use of Microsoft Office Suite especially Excel and PowerPoint
9. Result and action-oriented
10. Action driven focused on making all Customer Team initiatives practical for the front-line and driving these to successful conclusions
11. Innovative thinking

Education requirements and experience

1. Bachelor’s degree in any discipline
2. Professional certifications in relevant fields
3. Grade 12/ O Level certificate with a minimum of 5 credits including Mathematics and English
4. Minimum of five (5) years’ work experience
5. Insight orientated understanding of complex data trends and using these to inform CX improvement & innovation

To Apply:

United Bank for Africa is an equal opportunity employer. Interested candidates that meet the above job requirements should send their application in a single document comprising of detailed Curriculum Vitae, ZAQA verified certificates (G12, Degree and other copies of professional qualifications) to careers.zambia@ubagroup.com by 22nd January,2025.