Head, Experience Design and Innovation at United Bank for Africa Plc (UBA)

  • Company: United Bank for Africa Plc (UBA)
  • Location: Nigeria
  • State: Nigeria
  • Job type: Full-Time
  • Job category: Banking Jobs in Nigeria

 Job Description

United Bank for Africa Plc (UBA) is one of Africa’s driving monetary organizations, with activities in 19 African nations and 3 worldwide monetary focuses: London, Paris and New York. From a solitary country association established in 1949 in Nigeria UBA has developed to turn into a container African supplier of monetary administrations with more than 11 million clients, through near 1000 business workplaces and contact focuses internationally.


Job Title: Head, Experience Design & Innovation

Location: Nigeria

Job Objective(s)

  • Develop and deploy systematic actioning on customer experience insights by cross-functional representatives, to prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value.
  • Provide oversight into the various CX improvement initiatives and provide guidance and prioritization through the platform of the governance structure
  • Provide oversight to ensure cross-functional teams work together and share responsibilities for improvement
  • Monitor progress of the initiatives towards meeting business objectives and desired outcomes based on agreed preventive and corrective actions to be taken
  • Provision of regular updates on process change
  • Guide team in effective client issues resolution and handle any escalations
  • Development and delivery of a comprehensive CX Improvement Programme, which could include customer service, infrastructure and process change.

Minimum Education Qualifications

Bachelor’s Degree in any discipline

Previous Work Experience Requirements:

Minimum of seven (7) years’ work experience


Insight orientated understanding of complex data trends and using these to inform CX improvement & innovation.

Skills Required:

Talent to communicate both verbal and written with technical and non-technical audiences alike

Outstanding customer and people relationship skills

Good use of Microsoft Office Suite especially Excel and PowerPoint

Result and action-oriented

Action driven focused on making all Customer Team initiatives practical for the front-line and driving these to successful conclusions

Innovative thinking.

Application Closing Date
Not Specified.

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