Wema Bank Plc – Widely reputed as the longest surviving and most resilient indigenous bank in Nigeria, Wema Bank Plc has over the years, diligently offered a fully-fledged range of value-adding banking and financial advisory services to the Nigerian public.

We are recruiting to fill the position below:

Job Position: Customer Experience Officer
Job Location: Lagos
Employment Type: Full Time

Job Summary

  • To assess all customer touch points, identify gaps for service improvement initiatives and ensure behavioral standards are adhered to.

Responsibilities

 

  • Carry out periodic customer satisfaction and service quality index surveys (for both internal and external customers) and recommend appropriate trainings and development programs based on identified gaps.
  • Engage stakeholders on identified service challenges (i.e., feedback from measurement reports) and run periodic campaign to communicate service measurement attributes across Branches and SBUs.
  • Conduct periodic service audit (Spot Check) across the Bank’s physical touchpoint (Branch).
  • Review Mystery Shopping Grid and videos sent by external vendors to capture findings, justifications for ratings, underlined gaps and recommendations.
  • Conception, initiation, and execution of customer experience initiatives.
  • Ensure timely delivery of review and report of Spot Check and Branch Visitation exercises.
  • Carry out research assessment and implementation of industry best practices and initiatives to drive continuous service improvement.
  • Obtain and analyze data from all service measurement tools (Check Market, Microsoft Forms, Customer Feedback and Service Level Agreements etc.
  • Create curriculum and training slides for service excellence training bank wide for frontline staff (operators and marketers).
  • Facilitate customer experience training for new intakes – Branch Service Associate (BSA).
  • Liaise with Business Process Re-engineering team to ensure all service improvement processes are reviewed and documented.
  • Engage relevant stakeholders on all service gaps/infractions recommendation/implementation of improvements initiatives /sanctions/rewards as required.

Qualifications

  • Education: B.Sc. (any discipline)
  • Specialized knowledge: Good use of the Microsoft Office suites
  • Skills: Writing, Analytical and Problem Solving
  • Specialized knowledge: Knowledge of basic products and services in the banking industry
  • Abilities: Customer Service Orientation

Benefits

  • Healthcare
  • Parental Leave (Paternity and Maternity)
  • Year-End Bonus (13th month)
  • Opportunities for professional development and growth
  • Dynamic and collaborative work environment.
  • Company Events
  • Competitive Pay
  • Leave Allowance

 

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