Internal \/External (only SBO-MGR can apply)<\/p>\n\n\n\n
Postulez via hcmrecruitcameroon@ubagroup.com<\/p>\n","protected":false},"author":8,"comment_status":"open","ping_status":"closed","template":"","categories":[21,282],"tags":[],"villes":[2714],"contrats":[148],"diplomes":[212],"louma_meta":{"emploi_title":"Head Customer Experience","emplois_employeur":5130,"emplois_date_publication":"2023-07-06","emplois_heure_publication":"04:51","emplois_date_cloture":"2023-07-07","emplois_heure_cloture":"17:00","emplois_experience_min":"","emplois_experience_max":"5","emploi_email":"hcmrecruitcameroon@ubagroup.com"},"_links":{"self":[{"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/emplois\/42456"}],"collection":[{"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/emplois"}],"about":[{"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/types\/emplois"}],"author":[{"embeddable":true,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/comments?post=42456"}],"version-history":[{"count":0,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/emplois\/42456\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/media\/9921"}],"wp:attachment":[{"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/media?parent=42456"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/categories?post=42456"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/tags?post=42456"},{"taxonomy":"villes","embeddable":true,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/villes?post=42456"},{"taxonomy":"contrats","embeddable":true,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/contrats?post=42456"},{"taxonomy":"diplomes","embeddable":true,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/diplomes?post=42456"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
Job title : <\/strong>Head Customer Experience
Department : Customer Experience
Reporting Line : Managing Director\/CEO
Location : UBA Cameroon
Grade : SBO- MGR (09A- 11A)
Job purpose
To drive the adoption and implementation of the banks\u2019 CX strategy\/initiative within the country of supervision, which is both locally owned and led, but centered on the delivery of the group\u2019s 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
Key Accountabilities<\/strong>
\u2013 Drive the various CX improvement initiatives and ensure compliance with Customer Experience standards as defined by Group
\u2013 Identify Customer Experience innovations for the Country and ensure implementation
\u2013 Monitor and track process efficiency and provide customer experience reports on country performance across defined metrics
\u2013 Manage the customer feedback management process and ensure implementation of recommendations
\u2013 Enforcing Enterprise SLA\u2019s and sanctions management and advocate for \u201cCustomer 1st\u201d in every consideration of business and service delivery
\u2013 Champion opportunities to consistently Improve the UBA customer experience and Test new strategies for driving customer value optimization
\u2013 Identify Customer Experience failures across people, process and technology and drive service initiatives to implement process improvement
\u2013 Champion the development of Customer Journey mapping and implementation across all touchpoints
\u2013 Continuously improve experience across all customer touch points and ensure business policy is updated to accommodate any changes
Key Performance Indicators<\/strong>
\u2013 100% execution of CX functions
\u2013 100% execution ad hoc assignments
\u2013 Generate process change and drive the improvement of processes and metrics for better customer experience
\u2013 Develop and deliver innovative strategies that will structure an improved Customer Experience of the future that meets the bank\u2019s CX objectives
\u2013 Maintain High Customer Satisfaction Rating
\u2013 Top 3 in KPMG BICSS Customer satisfaction index in country of supervision
Qualification required<\/strong>
\u2013 Bachelor\u2019s degree in any discipline
\u2013 Professional Certifications in relevant fields
Experience required<\/strong>
\u2013 Minimum of five (5) years\u2019 work experience.
\u2013 Insight orientated understanding of complex data trends and using these to inform CX improvement & innovation
Key Competencies<\/strong>
Knowledge<\/strong>
\u2013 Change management experience gained within a large \/ complex operational business environment
\u2013 Product Knowledge and Experience
\u2013 Deep understanding of Customer Experience and the emerging trends, strategies, and capabilities across all channels
\u2013 Ability to optimize or redesign process flows to meet project requirements
Skills\/Competencies\/Aptitudes<\/strong>
\u2013 Talent to communicate \u2013 both verbal and written \u2013 with technical and non-technical audiences alike
\u2013 Leadership Skills
\u2013 Outstanding customer and people relationship skills
\u2013 Good use of Microsoft Office Suite especially Excel and PowerPoint.
\u2013 Result and action-oriented
\u2013 Action driven focused on making all Customer Team initiatives practical for the front-line and driving these to successful conclusions
\u2013 Innovative thinking
Application submission<\/strong>
Candidates should send their resume and motivation letter to hcmrecruitcameroon@ubagroup.com, with the heading \u201cHEAD CUSTOMER EXPERIENCE \u201d no later than July 7, 2023 at 5.00 PM.
Only shortlisted candidates will be contacted to proceed to the interview stage.<\/p>\n","protected":false},"excerpt":{"rendered":"