Title: Team Lead Customer Experience (CX)
Company: United Bank for Africa (UBA)
Deadline: 10th June 2024
About UBA UGANDA
Industry: Banking
Location: Kampala
United Bank for Africa (UBA) is a leading financial institution operating across Africa and globally. In Uganda, UBA represents the pioneer country activities in the East and Southern African sub-region, delivering unique financial products and solutions.
Job Description
Job Title: Team Lead Customer Experience (CX)
Department: Marketing & Corporate Communications
Functionally Reports: Head, Marketing & Corporate Communications
Job Objectives:
To drive the adoption and implementation of the bank’s CX strategy/initiative within the country of supervision, centered on the delivery of the group’s customer experience vision. This role is accountable for pulling together and reporting on all CX projects and driving continuous improvement of all initiatives impacting Customer Experience.
Main Outputs and Responsibilities:
- Drive CX improvement initiatives and ensure compliance with Customer Experience standards.
- Identify CX innovations and ensure implementation.
- Monitor process efficiency and provide customer experience reports.
- Manage the customer feedback management process and ensure implementation of recommendations.
- Enforce Enterprise SLA’s and advocate for “Customer 1st” in every consideration of business and service delivery.
- Champion opportunities to consistently improve the UBA customer experience.
- Identify CX failures and drive service initiatives for process improvement.
- Champion the development of Customer Journey mapping and implementation across all touchpoints.
- Continuously improve experience across all customer touchpoints.
Key Performance Indicators:
- 100% execution of CX functions.
- 100% execution on adhoc assignments.
- Generate process change for better customer experience.
- Develop and deliver innovative strategies for improved Customer Experience.
- Maintain High Customer Satisfaction Rating.
- Top 3 in KPMG BICSS Customer satisfaction index in the country of supervision.
Job Requirements
Education:
- Bachelor’s degree in any discipline.
- Professional Certifications in relevant fields.
- Minimum of five (5) years’ work experience.
- Insight-oriented understanding of complex data trends for CX improvement & innovation.
How to Apply
All interested candidates should send their CV, application letter, and copies of academic certificates to ubaugandahr@ubagroup.com addressed to:
Head of Human Capital
United Bank for Africa
Plot 2, Jinja Road
Kampala, Uganda.
Deadline for applications is 10th June 2024.
