First Bank of Nigeria Limited (FirstBank) is Nigeria’s largest financial services institution by total assets and gross earnings. With more than 10 million customer accounts, FirstBank has over 750 branches providing a comprehensive range of retail and corporate financial services. The Bank has international presence through its subsidiaries, FBN Bank (UK) Limited in London and Paris, FBNBank DRC, FBNBank Ghana, FBNBank Gambia, FBNBank Guinea, FBNBank Sierra-Leone and FBNBank Senegal, as well as its Representative Offices in Johannesburg, Beijing and Abu Dhabi.
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Head, Customer Insights & Analytics
Head, Segments & Value Propositions
Head, Customer Experience
Head, Customer Insights & AnalyticsJob TypeFull Time
QualificationBA/BSc/HND MBA/MSc/MA
Experience10 years
LocationLagos
Job FieldICT / Computer
Requisition ID: 1800000D
Job Code: STR/CEVM/0258
Schedule: Regular
Shift: Standard
Job Description
The ideal candidate will drive its customer insights and analytics function by commercializing the bank’s customer and market insights based on scientific advanced analytics delivered through automated solutions.
This role will be a core part of the Customer Experience and Value Management team, charged with the responsibility of developing and delivering the Bank’s customer acquisition, retention and profitability strategy.
Specific Responsibilities
Specific responsibilities amongst others include:
Ensuring the integration of insights (economic, market research, customer experience and advanced analytics) into specific and overall approaches
Ensuring the delivery of economic and segment analysis, identifying business growth opportunities, and supporting the alignment of objectives with market opportunities
Being responsible the development of econometric/behavioral models to inform localized strategies as input to key models
Performing complex and in-depth analysis/modelling to maximize profits and asset growth as well as minimize credit losses, operational losses and other risk exposures
Qualifications
Head, Customer Insights & Analytics:
Minimum of 10 years work experience with 3-5 years in advanced data analytics, complex modelling, statistical and financial modelling, Business Intelligence, customer analytics and customer insights management across Telecommunications, Banking, Insurance, Fintech and other related sectors.
A minimum of a Bachelor's Degree in Statistics, Mathematics, Engineering, Finance, Business Science, Informatics and an MBA or any advanced degree in business, computer science or information studies.
Possession of leadership experience and the ability to translate insights into recommendations to be presented at non-technical forums
Exposure to business-driven programs with IT implementation
A good knowledge of product and segment of Customer Value Proposition, MS Office, SQL Server, Cognos and other Business Intelligence tools.
Head, Segments & Value PropositionsJob TypeFull Time
QualificationBA/BSc/HND MBA/MSc/MA
Experience10 years
LocationLagos
Job FieldSales / Marketing / Business Development
Requisition ID: 1800000C
Job Code: STR/CEVM/0257
Schedule: Regular
Shift: Standard
Job Description
The ideal candidate will drive its customer segments and value propositions function by developing the right segmentation strategy as well as design and communicate a value proposition across all segments.
This role will be a core part of the Customer Experience and Value Management team, charged with the responsibility of developing and delivering the bank’s customer acquisition, retention and profitability strategy.
Specific responsibilities amongst others include:
To ensure maximized penetration into customer segments to maximize acquisition, retention, cross sell ratios and revenue per customer
Carrying out customer behavioural analyses to understand response and purchase patterns, as well as channel preference(s).
Developing customer journey maps, lifecycles/life-stages and personas for each customer segment
Driving cross-functional engagements to ensure customer centricity
Managing profit & loss financials at customer level, and all critical Key Value Drivers (KVDs) associated with segment performance including segment profitability
Qualifications
Minimum of ten (10) years’ work experience with 5 years’ experience in segmentation and value proposition roles across FMCGs, telecoms, Banking, Insurance, Fintech and other related sectors.
An MBA or any advanced degree in Business Management, Marketing, Computer Science, Information Studies, Statistics, Finance, Engineering or any other numerate course
Excellent numerical & analytical skills will be required to obtain, prepare, assess and assimilate very complex and detailed information
Good performance management, people management, stakeholder, leadership and interpersonal skills.
Ability to analyze and interpret financial and data models
Extensive knowledge of the industry landscape, players in the market, product knowledge etc., impact of short, medium and long-term plans of the business and their effects on other functions, to implement the plans in the most effective and rounded manner
Head, Customer ExperienceJob TypeFull Time
QualificationBA/BSc/HND MBA/MSc/MA
Experience10 years
LocationLagos
Job FieldSales / Marketing / Business Development
Requisition ID: 1800000E
Schedule: Regular
Job Code: STR/CEVM/0259
Shift: Standard
Job Description
The ideal candidate will drive its customer experience function by formulating the Bank’s Customer experience strategy and managing the interactions between the customer and the Bank throughout the customer lifecycle as well as optimizing interactions from the customer's viewpoint to facilitate loyalty.
This role will be a core part of the Customer Experience and Value Management team, charged with the responsibility of developing and delivering the Bank’s customer retention strategy.
Specific responsibilities amongst others include:
Developing and managing relationships with key internal and external stakeholders including Retail Banking, Wholesale Banking, Digital Banking, Treasury, Branches, Regulators, IT vendors and operations to achieve customer experience objectives or correct customer experience failures
Designing and executing strategies aimed at re-engineering customer facing processes, with focus on time, quality of interactions and cost
Developing technological/ digital interfaces for enhancement of the customer experience in alliance with the digital/ IT verticals
Developing analytics and framework for governance and business reviews, making proposals for enhancing customer experience
Driving challenging quantitative and qualitative analyses of customer feedback, journeys and pain points using leading research practices and analytics procedures
Qualifications
Minimum of ten (10) years’ work experience with 3-5 years of leading customer experience management teams across FMCGs, Telecoms, Banking, Insurance, Fintech and other related sectors
A Bachelor's degree and an MBA in any advanced degree
Exceptional experience in managing/leading the customer experience vertically, demonstrating ability to create a longer term strategic shift in client engagement and customer loyalty
Demonstrated success in developing innovative solutions and resolving bottle-necks within eco-systems
Prior experience setting up processes for monitoring and assessing experience on various customer interfaces, including digital channels
Tested entrepreneurial skills with the ability to conceptualize and re-engineer processes within large organizations
Method of ApplicationUse the link(s) below to apply on company website.
Head, Customer Insights & AnalyticsHead, Segments & Value PropositionsHead, Customer ExperienceOnly short-listed candidates will be contacted.
Topic: Fresh Ongoing Recruitment at First Bank of Nigeria Limited (FirstBank) (Read 1300 times)
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August 29, 2014, 06:44:20 PM